Help customers get more from what they have.

Notice changes in product use, bring in the support context and find a helpful next step. Start with the customer’s experience, not an assumption about churn.

Try the example

Which customers could use help getting more from the product?

Fernbank’s active seats have fallen from 68 to 52 across four weeks. A setup question is still open with support.

Check whether the setup issue explains the change. Offer a rollout session before assuming churn or pitching an upgrade.

Illustrative example. No live connections or actions.

How Product adoption works.

Choose the measures that matter

Agree which product activities indicate value for your customers. Compare meaningful usage over time, not simply the number of logins.

Look beyond the chart

Bring open support questions and account conversations into the picture. A dip could mean a setup problem, seasonality or something else entirely.

Offer the right kind of help

Surface a practical next step for the owner, such as a setup session or a check-in. Review the response and record what changed.

Built around your process.

Configured around your product and available data. Agree the comparison period, thresholds and follow-up ownership before a workflow goes live.

Start with

An agreed product-usage source and a definition of meaningful activity.

Add context where connected

Support tickets, onboarding history, account notes and email.

Connections, access and available actions are scoped during setup.

Before you start.

Is this a churn prediction score?

No. This example highlights an observable change and supporting context. Lower use alone does not establish that a customer will leave.

Can we use our own adoption milestones?

Yes. The measures and milestones should reflect how customers get value from your product. We scope these with your team.

What if we do not have usage data?

A usage-based workflow needs a suitable source. Other account or support checks may still be useful, but they should not be presented as measured adoption.

Start with your process.

We’ll work through the sources, rules and first useful workflow with you.

Arrange a demo

Opens an email to luke@zarco.uk. No calendar slot is reserved.