The Usage Analytics screen connects product usage data with your customer success strategy. By understanding how customers actually use your product, you can identify at-risk accounts before they churn, spot expansion opportunities, and make data-driven decisions about where to focus your team’s energy.
Getting There
Navigate to Operations → Customer Success → Usage Analytics in the left sidebar.
Key Features
Usage Overview
The main view shows usage metrics across your customer base. See aggregated data on product engagement, feature adoption, and usage trends. This high-level view helps you quickly identify whether usage is healthy or declining.
Customer-Level Insights
Drill down to individual customer usage data. See how each account is engaging with your product, which features they’re using most, and whether their usage is trending up or down. This is critical for renewal preparation and upsell conversations.
AI-Powered Analysis
Subrise includes an AI Customer Success Analyst that can help you interpret usage data and surface actionable insights. Ask it questions about your data and get intelligent recommendations for retention and growth strategies.
Time Series Charts
Visualize usage trends over time with interactive charts. Spot seasonal patterns, usage drops that might indicate dissatisfaction, or usage spikes that signal expansion opportunities.
Step-by-Step: Using Usage Analytics
- Review the overview — Start with the aggregated metrics to understand overall product health.
- Identify trends — Look at the time series charts for any concerning patterns.
- Investigate anomalies — If usage drops for specific customers, drill into their data to understand why.
- Correlate with renewals — Compare usage data with upcoming renewals to identify at-risk accounts.
- Use the AI analyst — Ask the AI assistant for insights and recommendations based on the data.
💡 Tips & Best Practices
- Set up alerts for usage drops — A sudden decrease in usage is often the first sign of potential churn.
- Use during QBRs — Usage data makes for compelling quarterly business review conversations with customers.
- Connect usage to value — Help customers see the connection between their usage and the value they’re getting from your product.
Frequently Asked Questions
Where does the usage data come from?
Usage data can be connected through the Usage Analytics Setup process. You can integrate with GA4, upload data manually, or connect via API.
How often is usage data updated?
Update frequency depends on your data source. GA4 connections sync daily, while manual uploads are available as soon as the data is processed.
Can I segment usage by customer type or plan?
Yes — use the filter controls to segment usage data by various customer attributes including plan type, industry, size, and more.
Related Articles
- Usage Analytics Setup — Connect your data sources
- Renewal Tracker — Manage renewals with usage context
- Renewal Analytics — Analyze retention performance