Capturing Usage Information in Spark Answered
I would like to connect with a Totango customer that is tracking usage data in Spark. We are struggling to get the usage data we need from our Saas application in Spark in an easy to view and manageable format.
Let me know if you would be open to a call. Thank you in advance.
Hi Paul - Just to clarify, are you trying to view usage of your CSMs in Totango, or usage data about how your customers use your products and how that's being brought into Spark? I suspect the latter, but want to confirm
Hi Sean, thank you for the response.
I am looking to capture data on how our customers are using our product. I would like to get more educated on what data other Totango users are capturing so I can work with my development team on our product changes to support this.
The below is pretty high-level and likely kind of obvious. I'm curious to hear what others think, and am happy to clarify where possible, but a few approaches I'm aware of are:
Did they see the homepage then leave, or did they click around and do multiple different things (I like the example of wikipedia... did you just read one page and then move on with your day, or did you spend 7 hours drilling down topic after topic until you somehow found yourself reading about Napolean's favorite horse color and the name of King Tut's cats at 3am)
It also tends to vary depending on the nature of your product. Basically, what is the unit of measure?
Sometimes it makes sense to track users, other times it might be number of transactions or clicks, or even number of dollars moving through a system, or forms created... how many widgets produced, etc., but the overall approach is still similar.
What percentage of what they're paying for are they using? How often are they using it? How intensely are they using it? How long are they using it? What's the total, average/median, maximum, and minimum of these categories... how are those numbers changing over time, and how does this compare to other similar customers (are they above, below, or right at average)?
Once that data is there, then the more important and interesting conversations can start: "What exactly do we need to do now that we know these things? How can we make the customer experience better and ensure they're getting the most from their investment in us?"
Hopefully this was more helpful than silly. As I said above, I'm curious to hear from others, too. Wishing you luck in your efforts!
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