Product Adoption
Intermediate CSM Practice
Last updated
Was this helpful?
Intermediate CSM Practice
Last updated
Was this helpful?
The Product Adoption Pipeline tracks which features users engage with and how deeply they interact with them. A user is placed into different feature categories based on actual usage, helping you understand which tools they find valuable.
Users enter a feature stage after spending at least 7 minutes actively using that feature. They can appear in multiple stages if they engage with more than one feature.
Understanding product adoption is key to improving retention, guiding users toward success, and identifying opportunities for upsells. This pipeline helps you:
Identify which features users rely on and which are being ignored.
Spot adoption trends to see if certain tools are driving engagement.
Encourage further exploration by automating follow-ups for underused features.
Every HighLevel feature is listed in the pipeline.
Users are placed into a stage after 7 minutes of active use on a feature.
Users can belong to multiple stages if they use more than one feature.
If a user spends 7 minutes on Conversations, they will be added to the Conversations stage.
If they later use Calendars for 7 minutes, they will also appear in the Calendars stage.
If they never return to Conversations, they will remain in that stage unless removed manually or through automation.
Automations can be triggered when users enter a stage or remain inactive in certain features:
Feature Explored → Send a guide or tutorial for deeper learning.
Feature Abandoned → Notify the team or trigger a follow-up after inactivity.
High Engagement → Recommend related tools to increase adoption.
Automations are drafted by default, allowing you to personalize messaging.
Internal notifications are on, so teams stay updated on feature usage trends.
When tracking how users engage with different features.
When guiding users toward advanced tools to improve their experience.
When identifying underused features that may need better onboarding.
When looking for upsell opportunities based on high engagement.
Customer Success Teams → Monitor feature adoption and intervene when needed.
Support Teams → Identify users who may need training on underused tools.
Product Teams → Analyze feature adoption trends to improve the platform.
Sales & Marketing → Promote relevant features to active users for better engagement.
By tracking actual feature usage, this pipeline ensures you can take action at the right time to boost adoption and prevent churn.
