Most customer success managers focus on how to get customers to use products well or use them to their fullest potential.
But what do you do when customers aren't using the product at all? In that case, you have a product adoption issue—the customer bought the product but is failing to utilize it. Low adoption rates can be disastrous for a CS team and the business as a whole, and can lead to an increased churn rate, lost revenue and lower customer satisfaction and engagement.
Simply put, if customers aren't using your product, they will not renew their subscriptions or make additional purchases. Driving product adoption is a crucial function of customer success teams, especially for SaaS companies. So what can you do?