One of the most challenging problems for a Customer Success Manager is obtaining full customer adoption of the product. Different customers will use products in different ways and oftentimes will only use a handful of available features. They might not know features exist, or they might not recognize the additional value your features can provide to them. Continued adoption of old and new features is essential for ensuring that a product is providing customers value and growing a CSM’s accounts.
Business Review Meetings with customer decision-makers are a great time to highlight the successes of utilized features and identify opportunities for unutilized features. Since Matik integrates with a variety of data sources containing your customer usage data, it's easy to create a customer-specific business review deck that highlights feature usage. Matik CSM’s use the following Matik-generated slide for this. Our CSMs love that this slide showcases our product offerings and visually displays what features our customers are using.
The talk track to this slide will vary depending on how customers are using the product. This slide allows us to:
Highlight Customer Wins and Product Value Add that have been enabled with Matik. For example, CSMs are using Bulk Generation to create End of the Year Review decks for their 50 customers in a minute's time, a process that previously took 2 hours per customer. Or Matik Mail now enables CSM’s to bulk send personalized content to all of their end users, which is increasing product usage.
Introduce and Upsell Features
Continually adding new product releases to this slide is a great way to inform customers of the new ways you can add value to their businesses. This slide creates a bit of urgency by framing the conversation from the perspective of “you’re not using this and falling behind” rather than “we have a new feature”. For example, Insights Dynamic Content is a recently released Matik feature.. This slide allows us to have a discussion on “have you heard about this new thing” and “Here’s how I could see your team using it, what problems do you think it could solve for you?”
Highlight Adoption Progress
This slide acts as an indicator of how far along a customer is in the product adoption process. If your customer isn’t adopting your product as fast as you would like, you can use this slide to have a conversation with customer leadership on adoption status and create a plan to improve.
Introduce New Product Use Cases
Oftentimes, customers might not even know unused features exist. Highlighting this to them allows you to brainstorm how these unutilized features can be used to continue to drive customer success and identify new solutions to your customer's problems.
Creating Your Own Feature Adoption Slide
Since Matik integrates with PowerPoint and Google Slides, creating your own feature adoption slide is easy.
1) Determine the narrative(s) you want your feature adoption slide to tell
At Matik, we actually have two feature slides, one is around core features and tells a product adoption story. The other is the power features slide displayed above, which tells a new feature and new use case story. Your narrative will determine what features you select in the next section. Are there underutilized parts of your product that you are trying to promote? Are there certain power user features you want more customers to adopt?
2) Determine what features you want to highlight and build the slide template
Select the features that will drive that narrative home in a slide deck and start building out your slide template. Ensure your company is capturing the correct data for the features you have chosen.
3) Build your dynamic content and tag your template in Matik
Build out your dynamic content in Matik and tag it in your template. The Matik Help Center is a great resource for more information on how to do this. General information can be found in our Overview of building templates article.
To mark whether or not a customer used a feature, we used a dynamic content technique we call stoplight charts. A tutorial can be found here. Feel free to come up with your own method that suits your organization's needs and creativity. Matik has a vast array of conditional slides, conditional and image dynamic content and more features to let you be creative.