Adoption Analysis
The usage chart points up and to the right. Whether the right stakeholders are reaching the outcomes they bought is a different question, and the chart cannot answer it. This skill can: usage, stakeholder and lifecycle evidence held up against what your Adoption, Customer Outcomes and Success Plan memories expect for this customer and use case, showing its workings and how sure it is. CSMs spot slow onboarding weeks before it would surface anywhere else, managers walk into QBRs with actual adoption against expected, renewal conversations start from proof, and every retention outcome refines which behaviours count as adoption here.
Customer Success
Adoption
Customer Health
Adoption
Customer Outcomes
Success Plan
Products
Usage up, adoption unknown
Onboarding, the QBR and renewal all turn on whether this customer is adopting or just logging in, and a usage dashboard alone cannot say.
01 | The Current Way
02 | AI Added On
03 | AI-Native
30 days in, the dashboard says the customer is live
Moving lines taken as adoption
The CSM checks the dashboard, sees movement and calls onboarding on track. Who is using it, and for which use case, is nobody's question.
A neat description of raw activity
The summary reports activity faithfully, but nothing in it defines good adoption for this customer, so a weak start reads like progress.
Onboarding judged against the plan
Behaviour is checked against what the success plan expected by now. A slow start is raised in week four, missing stakeholders named.
The QBR asks how adoption is really going
Charts narrated on the fly
The CSM screenshots usage charts and narrates the trend in the room. The customer's team knows the charts say little about their outcomes.
Events counted, outcomes still unread
Counting events is easy. Tying them to the use cases this customer bought takes definitions of adoption a generic summary has never seen.
Actual against expected, by use case
The QBR shows actual adoption against expected, by use case and stakeholder, evidence attached. The meeting moves to closing the gaps.
Renewal prep asks which use cases actually stuck
Proof hunted in the final month
A month out, the team hunts for proof the product mattered. Screenshots of stable usage stand in for evidence that value arrived.
Stable usage, silent on value
Usage held steady all year, says the summary. Whether the use cases that justify the price were adopted is a question it cannot reach.
Adoption gaps named a quarter early
Renewal opens with which use cases stuck and which stakeholders never started, evidenced, months out. Time to fix what can be fixed.
Capabilities that run this skill
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Against a definition of good adoption. Usage, stakeholder and lifecycle evidence is set against your Adoption and Customer Outcomes memories, so the answer says whether the right stakeholders are reaching the use cases this customer bought, with the evidence and a stated confidence.
The behaviours tied to the outcome the customer bought, and they differ by customer and use case. Logins predict little; a finance team closing its month-end in the product predicts a renewal. Your Adoption memory records which behaviours count, and retention outcomes keep correcting the list.
The health judgement spans the account: value, support, engagement, relationships, and adoption among them. This skill is the deep read of that one dimension. Customer Health consumes its result, so when the health judgement is challenged on adoption, the detail is there to show.
The CS lead sets it in the Adoption memory, and each customer's success plan sets what should be true by when. Neither is static: when retention and value outcomes show a behaviour mattered more or less than assumed, the definition is revised, with the CS lead approving the change.
The Adoption capability delivers it day to day and the health judgement reads it as one dimension. Underneath, usage evidence flows in from product analytics and the warehouse, Pendo and Snowflake among them, and Product and CS Ops can inspect the skill, its inputs, version and performance.