Most SaaS teams track logins and call it “engagement.” But if you want real expansion revenue, that’s not enough.
Upsells don’t come from active users. They come from active use of the right features.
That’s where feature adoption scoring comes in.
What Is Feature Adoption Scoring?
It’s a system that scores accounts based on how deeply they use the capabilities that drive value—and justify higher-tier plans.
Think beyond usage. Focus on who is using what and how often. It’s about impact, not just clicks.
Why It Works
- It reveals upsell readiness. If a customer hits 70%+ usage of pro features, they’re probably feeling the limits of their current tier. That’s your moment.
- It prioritises accounts. Don’t guess who to call. Let the score surface the ones warming up.
- It arms your CS and sales teams. “You’ve hit the cap on three features. Want to explore what’s next?” beats “Any interest in upgrading?”
What to Include in the Score
- Core feature activation (e.g., custom alerts, advanced rules)
- Depth of use (not just access, but volume)
- Breadth across team roles (are admins and analysts both using it?)
- Usage frequency trends
- Feature limit touches (approaching cap on API calls, storage, seats)
Tag accounts that score high but haven’t upgraded. That’s your upsell shortlist.
Bonus: Use Scores to Prevent Churn
Low scores? That’s your early-warning system. If they’ve dropped core feature usage, the risk isn’t silent. It’s visible.
Feature adoption isn’t about proving your product is used. It’s about spotting where it’s needed more—and stepping in before the customer asks
That’s not just good sales. It’s good service. And it makes expansion feel like support, not pressure.
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