Use case
Show the feature before the QBR asks why nobody uses it.
A micro-demo per under-adopted feature — in the announcement email, the help article, and the CSM's follow-up — with completion analytics that tell success teams which accounts actually looked.
Renewals die by a thousand unused features. Announcement emails get skimmed, help articles get read after frustration, and the QBR slide about adoption arrives too late to change it. A two-minute micro-demo of the feature — sent when it ships, embedded where customers look things up, forwarded by the CSM to the accounts that need it — closes the gap between 'we shipped it' and 'they use it'.
How it works
Step by step
- One micro-demo per feature that matters to renewalThree to six stops from a populated account: where the feature lives, it doing its job, the result. Not the settings page.
- Put it in all three adoption channelsThe feature announcement email (linked image — email clients block iframes), the help-centre article (embed guides cover Zendesk and others), and the in-app changelog if you have one.
- Arm CSMs with per-account linksFor accounts flagged on adoption, the CSM sends a prospect link — the drive is attributed, so the next call opens with what they explored, or the fact that they did not.
- Branch onboarding-style where roles differAdmin setup versus end-user use is one lane with a branch, same as onboarding.
- Read completion before the QBRThe lane's funnel per account link is the adoption-conversation evidence: who looked, how far, where they parked.
See the format
Drive a lane
What you learn
What the analytics show
- Plays by source — email versus help centre versus CSM link
- Completion per feature lane: which announcements landed
- Per-account drives on CSM links, for renewal conversations
- The parking stop — where customers lose the thread is often where the feature UX does too
Plan
Free for one lane; Growth for a lane per feature, prospect links, and analytics history across quarters.
FAQ
Questions
Is this in-app onboarding?
No — lanes are standalone and open from links and embeds, not overlays inside your signed-in product. They complement an in-app tool: the demo shows the feature; the in-app tour walks the user's own data through it.
Does a customer need an account to drive one?
No. That is the point for adoption: the busy admin can see the feature work in two minutes without logging in or finding the right screen.
Related
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