Retention and expansion are the ultimate success metrics of any customer-facing role. But when customers don’t actively engage with your product, it’s unlikely that they’ll see any real value – or stick around to discover it. Getting the adoption journey right is critical to creating positive outcomes for both your customers and your organization, but it’s easier said than done. Even with access to a plethora of data, it can be hard to put yourself in the shoes of your customers in order to understand why they’re struggling to adopt. You’re likely aware of certain “known unknowns” in the customers’ journey, likely due to a lack of data. But what are the “unknown unknowns” that may be holding you back and creating certain blind spots in the customer experience?
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