Customer Adoption Score Attainment

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CarrieM
CarrieM Member, ALL USERS, Employee, Community Member Posts: 5 Frequent Contributor
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Learn more about Customer Adoption Score Targets and Attainment 

 

As of Q2FY22, we have updated the  Adoption Score Attainment calculations for the Customer Success field team members. Below are resources to provide more detail information on how the new attainment process works.

 

Customer Adoption Score Targets FY22 

  • Adoption score targets were set, approved and snapshot in May 2021.
  • Note, the adoption targets will NOT change throughout the year. We will stick to the targets approved as of May 2021. 

Customer Adoption Score Commissions Mechanics Overview (10min video recording)

  • Listen to this overview to get a better understanding of what makes up the Customer Adoption Scores Commission Mechanics and how the attainment will be calculated effective Q2FY22 and beyond.
  • View the deck that is review in the records session above: Customer Adoption Score - Commission Mechanics

Customer Adoption Progress Tracking Dashboard (Add link)

  • A new Adoption Target Tracking dashboard has been deployed in the customer health model as of July 2021. This tracker will provide teams visibility into how their accounts are tracking towards the adoption score targets set for quarters end.
  • Below are some tips when using this new dashboard:

            Adoption Score Tracker 1.PNG

 

Adoption Score Tracker 2.PNG

 

 

                

Adoption Score Target Attainment Timeline

 

Adoption Score Timeline.PNG

 

Please see the below section for FAQs about Customer Adoption Scores.

Don't see your question and need answers?

 

 

 

Frequently Asked Questions:

  • Q: When are adoption targets set?
    • Adoption targets have been set and approved by leadership for the FY22 as of May 2021.
    • There will not be changes to adoption score targets each quarter. We have set the adoption score targets for the remainder of FY22.
  • Q: When are adoption attainment numbers pulled?
    • Adoption attainment percentages are pulled by on the first of the month following the end of each quarter. (August 1st, November 1st, February 1st)
  • Q: What if I have a "new customer", or a "newly expanded customer" the last day of the fiscal quarter?

    • If a customer qualifies as a "new customer” or “newly expanded” on the last day of a fiscal quarter, their status will not negatively impact the target achievement if a target was set on that category of a customer.

  • Q: What if I have a customer that was not given an assigned target score?

    • If you did not happen to assign a target for a customer but the customer has improved the adoption score (when compared to the May 2021 snapshot), then we will credit you for that customer’s improvement in order to honor your efforts in driving adoption success!

  • Q: What happens at the Year-End Adjustment?

    • At the end of FY22, each Geo CSVP will be able to grant commissions exception on a certain customer should the leadership find that the adoption score is not accurately reflecting the adoption effort (e.g. global customer landscape, etc.). The exception to be granted will go through CCO and finance leadership approval, then once approved, Ops will make the back-end adjustment.

    • At the end of FY22, “extra credit” can be awarded for any particular customer who achieved above-and-beyond adoption success than what the score may reflect. This is also at the discretion of the Geo CSVPs and will be granted at the final approval of the CCO.

 

 

 

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