See which features each account uses
The account renewed last year based on a single workflow they loved. Twelve months later, they have not touched the three features that would solve the problems they have been complaining about in support tickets. Nobody connected the dots because usage data sat in a product analytics tool that the CS team never opened, and the product team never flagged under adopted features to the people managing the relationship.
How the Feature Adoption Tracker works
The agent maps each account's feature usage against an expected adoption profile based on their product tier, use case, and onboarding path. It does not just count logins or page views. It tracks meaningful feature engagement: did the account create their first automation, run their first report, connect their first integration, or complete their first workflow in each feature area?
For each account, the tracker produces an adoption scorecard. Features with healthy engagement appear green. Features the account has access to but has never activated appear as adoption gaps. Features where usage has declined over the past 30 or 60 days appear as regression signals. Each gap and regression includes a suggested outreach action: a specific training resource, a contextual tip, or a prompt for the CSM to schedule a feature walkthrough.
Why you need the Feature Adoption Tracker
Most valuable for:
- Customer success teams managing accounts across multiple product tiers where higher tier clients are paying for features they may not be using
- Product marketing teams that need to measure feature launch adoption and identify which segments are engaging versus which need additional enablement
- Renewal and expansion teams that want to demonstrate ROI by showing the client which features they use most and which represent untapped value
Less relevant for:
- Single feature products where adoption tracking reduces to a binary "are they using it or not"
- Free tier accounts where feature gating means there is nothing to under adopt
How the Feature Adoption Tracker compares
The Feature Adoption Tracker tells you what the client is doing. The Sentiment Analysis Agent tells you how the client feels about what they are doing. An account with full feature adoption but declining sentiment might be experiencing performance issues or UX frustration. An account with high satisfaction but low adoption might love the one feature they use and never need the rest. Combining both signals gives CSMs the complete picture: behavior and emotion together.
