Fix 'they bought it but nobody uses it.'
“They bought it, they signed, and nobody is using it. What is the one habit to build first?”
Reads what's unused, picks the one habit to build next, and writes the enablement plan that gets there.
What this skill does
Reads how an account actually uses your product, finds the gap between what they bought and what they touch, and picks the single next habit worth building. Then it writes the enablement plan to get there: who to reach, what to show them, and how you will know it worked. One habit at a time, because adoption is a sequence, not a launch.
Inputs
- Works today with: what you can describe or paste. The seats sold, the features in the plan, which ones you have seen them use, who the users are, and where they got stuck. A usage export or a CSV works too.
- More powerful connected to a product-analytics tool: it reads real feature and seat usage automatically, across the whole account.
- Sharper with a CRM: pulls the entitlement, the plan tier, and the account owner so the plan lands on the right desk.
- Sharper with a meeting or email tool: shows what was already promised in onboarding, so the plan does not repeat a training they ignored.
How it works
- 1Adoption gap (bought vs touched)
List what the account is entitled to. List what they actually use. The gap between the two is the whole job. Name the specific unused feature or the count of idle seats. Never say "low adoption" without the line item behind it.
- 2Pick the one next habit
Do not hand an account a ten-item training plan. Rank the unused features by value-to-effort: high value, low friction, adjacent to something they already do. The winner is the next habit. One. The rest wait their turn.
- 3Depth tiers per user
Sort the named users into tiers by how deeply they use the product (for example Power, Established, Emerging, Dormant). A Dormant user needs a different push than a Power user missing one feature. The plan targets the tier, not the average.
- 4Enablement plan (who, what, proof)
For the chosen habit, write the play: the named user or role to reach, the specific thing to show them, the reason it matters to their job, and the usage signal that will prove it stuck. If a champion drives adoption, name them.
- 5Momentum check
Adoption is a trend, not a snapshot. Compare usage over the trailing weeks. A feature used once and dropped is not adopted. Flag the difference between a spike and a habit.
Output format
ADOPTION PLAN, one account
Entitled: 40 seats, 9 core features
In use: 26 active seats, 4 features touched
Gap: 14 idle seats, 5 features never opened
Next habit: shared templates (high value, low friction, next to what they already do)
Target: the ops lead + 3 Emerging users
Show them: one 15-min walkthrough on their own workflow
Proof: 3+ templates saved and reused within 2 weeks
Then, not now:
- Reporting module (needs the template habit first)
- The 14 idle seats (re-provision after the ops team is live)
(Numbers are illustrative.)
Tips
- No "low adoption" verdict without the named feature or idle-seat count that proves it.
- Exactly one next habit per plan. If everything is urgent, nothing gets adopted.
- A feature counts as adopted only on a repeated signal, never a single event.
- Idle-seat claims show the last-login evidence, never a guess.
Turn account data into a QBR that earns the renewal.
Value delivered, adoption vs stated goals, risks named first, the roadmap, and one outcome-tied expansion ask.
Build the plan that predicts the renewal a year out.
Translates the customer's goals into measurable outcomes, time-to-value milestones, and the leading indicators that flag risk early.