This metric straddles Professional Services and Customer Success because one of the other (or both) of these departments can affect this metric. The New Feature Adoption can be measured as the median time it takes for all, or some target level, of the products’ users to adopt the feature and the percentage of users who utilize the new feature. As the feature matures, you should use traditional Customer Success metrics to measure engagement.
This metric straddles Professional Services and Customer Success because one of the other (or both) of these departments can affect this metric. The New Feature Adoption can be measured as the median time it takes for all, or some target level, of the products’ users to adopt the feature and the percentage of users who utilize the new feature. As the feature matures, you should use traditional Customer Success metrics to measure engagement.
