Often, on-boardings look like a tour of features, but the real aim of on-boarding is **helping users with early wins** - realizing the value of their investment. 
An intentional on-boarding flow sets ground for long-term success and retention. Leading SaaS profiles minimize their time-to-value, using the setup period to establish trust.

For AppExchange partners, it can get tricky to assess early customer success. Data from App Analytics Query Request piles up fast - and the data from new accounts may get buried among old accounts. On-boarding issues – gone unnoticed, may lead to early churns.

With some simple filters, progress of fresh accounts can be brought to light.  The concepts mentioned here apply for any analytics setup that joins License data with the App Analytics query logs. ISV Insights simplifies this process through its range of filters.

![On - boarding watchlist fig 1.png](https://isv-insights-cms-prod.s3.ap-south-1.amazonaws.com/On_boarding_watchlist_fig_1_fd9a27500a.png)
_**Note:** Please Make sure you have setup the features. You can to learn the [setup the features here](https://doc.isvinsights.ai/docs/Setup/featureManager)._

Please follow through to customize your On-boarding accounts list :

1. Identify the funnel feature that is required the successful on-boarding. Select this Feautre in your “Feature Usage” dropdown. Set feature usage mode to ‘Not Used’. 

2. Select Activation dates for past 1-3 months 

3. You can wise focus - for larger accounts, or Geography 
  
4. “Save View” will place this list on your ISV managed Package Dashboard for quick reference.

This is a basic on-boarding watchlist for AppExchange Partners. Salesforce App Analytics data has a treasure trove for deep scrutiny of all your accounts progress. You may further add filters like ‘KPI Score Trends’ set at “Declining” and “Stable” – to catch any accounts with slow growth or declining usage.

When this watchlist has your back, you can swiftly catch any on-boarding accounts that are struggling with adoption. Prompt, user-centric actions in on-boarding phase foster a nourishing customer relationship, along with giving you valuable feedback that's crucial for the product evolution.

Schedule a Personalised demo call with us

on-boardings account recipe for App Analytics Query with ISV insights 

Catch App on-boarding challenges early

On-Boarding Accounts Watchlist with ISV Insights

For leading B2B SaaS businesses, upsells or account expansion is where 40% of added revenue comes from. It’s important to **Approach right customers at the right time to maximize the chances of upsell**.


How do we identify which accounts are the right fit for an expansion or an upgrade call? Let’s look at common criterion, that are easy to quantify:

1. **High Seat utilisation**: a high % of assigned seats is a good sign that the product is being utilized close to its capacity, and more team members can be on-boarded with your tools.
2. **Accounts Using Advanced Features**: If an Account’s users are exploring the advanced features – they are likely following your vision for the product, and may be introduced to the premium offerings.
3. **Consistent high usage scores**: Additionally, it is crucial that the accounts you approach are not facing dips in usage. If the account shows decline, it’s worthwhile to investigate and resolve the adoption gaps.


These are some fundamental identifiers, that set an accounts playground with high chances of a win. It’s essential that we regularly monitor accounts fulfilling these criterion. The ideal time to reach out is within 1-2 months of Account’s license expiry.


Use the following steps to bring all these growth opportunities to your ISV Insights Dashboard, with some simple filters.

![Tutorial Image - Expansion Revenue Fig1. Filters.svg](https://isv-insights-cms-prod.s3.ap-south-1.amazonaws.com/Tutorial_Image_Expansion_Revenue_Fig1_Filters_eb0b0541db.svg)

**Prerequisites**: Ensure sure you have [setup the features](https://doc.isvinsights.ai/docs/Setup/featureManager). Also, we need to make sure a [Health score](https://doc.isvinsights.ai/docs/Setup/kpiScores) is in place. With this preparation, let’s navigate to the Accounts Section in your Menu bar.

1. Set Assignment filter to “75 – 100%” option.
2. Choose an Advanced features from ‘Feature Usage’ dropdown. Set Feature Usage Mode to ‘Used’  
3. Select Renewal Date of upcoming 1 month. You may choose a longer window and start sharing educative material campaigns for better awareness. 
4. Select a Score range at 80 or above.
5. Click on “Save View” for a single click access to same analysis in future. 

Here you are! All the accounts ready for expansion into next phase – either the next Tier of Features, or expanded seats license. 

Further enhance this list with Filters like Geography, Seat counts etc. For example, you can have lists like “Ready for Upgrade : USA Large A/cs”  

Or, select KPI Score Trend to “Declining” to get a ready list “Ready for Upgrade : need support” 

Thank you for reading. If you need support or face issue in implementing these steps, support is just a click away!

Salesforce App Analytics Query recipes for AppExchange ISVs Growth and License Renewals

Quick App Analytics Recipe, for AppExchange ISVs growth

Measure and Impact Expansion Revenue with Salesforce App Analytics 

Apart from being a threat to growth and goodwill, churn denotes deeper issues like poor product-market fit, inadequate onboarding, or a value gap between the expected value and delivered value.

Thorough Churn analysis, goes beyond fixing customer issues; it brings focus to a customer-centric culture, and delivering consistent value throughout the customer lifecycle.

Appexchange partners can use Salesforce App Analytics, to analyse behaviour of churned accounts and set up a workflow to identify similar patterns. In this article, we use ISV Insights to help AppExchange ISVs :

1. Find Churn indicators using past churn analysis
2. Design KPI based on analysis & set custom thresholds
3. Segment churn insights and enable notifications

Pre-requisites: It's preferred that you have mapped custom entities onto feature buckets with feature manager. You ideally need 6 months+ of logs data. If the 
 

### Step 1. Observing patterns of Churned accounts
Navigate to [Accounts Page](https://portal.isvinsights.ai/account-list) > Choose Account Status as “Churned”. You may choose a data window to narrow down churns from a specific period.
![App Analytics churn analysis fig 1 - Account filters.png](https://isv-insights-cms-prod.s3.ap-south-1.amazonaws.com/App_Analytics_churn_analysis_fig_1_Account_filters_14cb6885f9.png)
Here we chose accounts churned within past 3 quarters.
 Let’s analyze key feature usage for these accounts. Click open one of the churned accounts and scroll to “Pinned Features”.
![App Analytics churn analysis fig 2 - feature usage.png](https://isv-insights-cms-prod.s3.ap-south-1.amazonaws.com/App_Analytics_churn_analysis_fig_2_feature_usage_c0737ff749.png)
This is Account data for one of our AppExchange Partners – showing churn in July 2024. A clear rop off in two key features following the churn.
 
Luckily, similar pattern was observed for other accounts as well! This allows us to set a premise for Churn prediction.
There may be other patterns, like a steady and low count of operations, instead of the fall we saw here.

Note : Operations per is better compared to absolute operations – as it normalizes for account size variation. This parameters needs precaution though, since App Analytics includes non-user interactions (eg. via automations or external forms) - and can throw your prediction off the charts.

### Step 2. Setup KPI Scores and Threshold

 Let’s build a KPI Score aligned with the patterns observed above.
- Navigate to Setup > Configuration > KPI Scores and Choose a [New KPI Score Setup](https://portal.isvinsights.ai/kpi-score-configuration/new-health-score)
- Add your first rule. Chosing the Rule type as “Feature Usage”. Select the relevant feature from the dropdown.
![App Analytics churn analysis fig 4 - feature usage.png](https://isv-insights-cms-prod.s3.ap-south-1.amazonaws.com/App_Analytics_churn_analysis_fig_4_feature_usage_5fd7bfd6bf.png)
We set Target metric to Number of Operations. We select a expected range at lowest value at 20, and an upper value of 150. 

A figure close to lower range indicates potential churn. On the other hand, a movement above the higher value signifies healthy adoption and can be utilized to predicting upsells.

We can add up to 2-3 such rules. If one of these features is more important for your product journey, You can assign it a rule weightage that’s on the higher side.

Please save this KPI, and set it as the Primary KPI Score.
W e can detect any sharp falls, before the KPI falls below the level set here. To do so, we must set threshold values. Open configuration menu from Setup: Select “Configure KPI Score Trends” and set Threshold to 10 or above.

### Step 3. Segment churn Insights

Bring this analysis to your daily workflow by creating a watchlist
- Click on Advanced filters to reveal all the filters
- Select Score filter at 60 and below. Set KPI Score Trend at declining
- Choose higher seats filter – to dedicate a team towards Key accounts
- You can also segment by geography – here I have selected all EU countries so that the executive for EU can monitor their focus churn list proactively

![App Analytics churn analysis fig 6 - segmented churn.png](https://isv-insights-cms-prod.s3.ap-south-1.amazonaws.com/App_Analytics_churn_analysis_fig_6_segmented_churn_571a14a12c.png)
**Click on “save view as..**” – this will bring the to your regular attention through dashboard notifications.
To summarize :
- Start with analyzing usage counts for the key features. If certain features show clear indication of drop / stagnation before majority of churns, build a KPI using these features.

Set thresholds, and create a custom watchlist to 
You can play around with the threshold values, start with a small value and slowly raise if you find too many false alarms.

It’s worth it to revisit this setup every 6 months, or with every major upgrade in your features or customer base.

Armed with this data, we have implemented a churn identification strategy. This will help Monitor customer behavior in real-time, identifying early signs of disengagement.

Once you identify any of the signs related to potential churn, we can implement the suitable mitigation strategy whether through personalized onboarding, timely support, or data-driven retention campaigns. Such Churn analysis can help ISV Partners companies build stronger, more loyal customer relationships.



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Churn prevention workflow for AppExchange Partners

Key Accounts are crucial for AppExchange Partners growth - whether it’s a large license, with significant revenue contributions, or an old relation acting as source of opportunities and network. ISV Insights provides Key accounts analytics on top of your Salesforce App Analytics API, to ensure client success, help them grow into loyal lifetime customers and evangelists of your apps.

#### Key Accounts Watchlist

A watchlist with all key accounts on the Dashboard can help you monitor risks and opportunities up close. We define key Accounts for Salesforce ISVs with two main criterions - License Size aka ‘Seats’ and Account Age with ‘Activation Date’ . 

To Create a** Watchlist for all Key Accounts on Declining Health Score**, follow these steps:

1. Go to Accounts. Click on Advance Filters to Expand the filters list. 

![ks1.png](https://isv-insights-cms-prod.s3.ap-south-1.amazonaws.com/ks1_bb31140984.png)

2. Select Seats 50 and above. Further Limit this selection to old accounts, with a long history of using the product – using Activation Date filter. I have chosen accounts with activation date older than one year and more for this example: 

![ks2.png](https://isv-insights-cms-prod.s3.ap-south-1.amazonaws.com/ks2_c6d4764030.png)

3. From KPI trend select "Declining". From KPI Score Range, let’s say I select 0 - 80

![ks3.png](https://isv-insights-cms-prod.s3.ap-south-1.amazonaws.com/ks3_72953b8c30.png)

4. Voila! You see all the Key Accounts with decline in recent months. To permanently save this view on the Dashboard, click ‘Save View As’ with name "Key Accounts in Decline"
You have successfully cind monitor watchlist of Key Accounts with AppExchange App Analytics data. This watchlist is accessible through Watchtower on top right of the Dashboard - check this Watchlist from time to time and always exceed customer insights through enhanced support.

1.	Health Score for Key Accounts
If your ISV solution has a small number of Features, then a single Primary score can cover necessary details for all the account categories. For ISV apps with a vast number of features, its ideal to evolve the KPI measures as account journey moves forward.

Let’s define a KPI Score which is for your Advanced users or key accounts. Before creating the score, we need to ask few questions to classify your ISV App features

-	Which Core features reach almost Every single user onboard
-	Are there advanced features that need training and only old users are expected to frequent them?

The idea is to keep a common KPI score with all basic features, targeting all the average /new accounts. All advanced features on the other hand, are to be added under Advanced KPI metrics, focused on old / major accounts.
Once you have listed core and advanced features of your AppExchange solution, let's create a KPI Score, curating the AppExchange App Analytics API data sets

-	Create a new KPI Score by going to[ Setup > KPI Scores > New KPI Score Config](https://portal.isvinsights.ai/kpi-score-configuration/new-health-score)

-	Create your first Rule by clicking on ‘Add Rule’. Set Rule type as ‘Feature Usage’. From the ‘Features’ dropdown please choose a Core Feature that we have identified above 

-	If it’s a general purpose feature – expected to be used by large number of users, set Target metric as ‘Unique Users % relative to sold seats’
![ks44.png](https://isv-insights-cms-prod.s3.ap-south-1.amazonaws.com/ks44_6f0ae6fc72.png)


If the feature is such that it may be used by few users at a large frequency, choose ‘Number of Operations’ as the target metric

-	The range for scoring should be kept on the higher side – given than these are major accounts and have been using the product for a long time. For operation count metric, upper range should be about 30 clicks / per user. For unique user % the upper range should be 50% and above.

-	After the Core features, we can add rules for some Advance Features identified above in the same manner

-	We can keep more relaxed range for Scoring these Advanced features. This way we can allow the old accounts to slowly advanced into nuanced features without losing touch with the essentials

Thus we created a KPI score with a Healthy mix of Essential Features and the Advanced Features. There is a dropdown for ‘Primary KPI Score Criteria’. We can Measure performance on the selected features for a specific set of accounts with seat counts above a specific number.  

![ks5.png](https://isv-insights-cms-prod.s3.ap-south-1.amazonaws.com/ks5_56b840fce5.png)

By Creating a Watchlist for Key Accounts and by creating a dedicated custom KPI Score, you can now be confident about ensuring Key Account success. Not only will we ensure that essential features adoption stays up to mark, but also that advanced features are sufficiently adopted by your loyal Key customers. By keeping regular watch on all Key Accounts, we can ensure timely interventions to exceed customer expectation, ensure retention.


Let’s Walk You Through It – Book a Demo

Key Accounts Alerts with App Analytics Query Data

Your AppExchange product is always upgrading to successively better versions. Each new release comes with its own set of possibilities and challenges.

While analyzing the performance enhanced through an upgrade, we also need to closely watch for any usage drops or challenges faced by the customer.

ISV Insights throws light on performance  for your fresh upgrades, by analyzing app analytics query data and bringing the relevant insights to your dashboard.

#### Pre-Requisites 
Ideally, you need to have data of 2 months. Also, the fresh functions must be added into your features list. If you haven't added a feature before, [here](https://doc.isvinsights.ai/docs/Setup/featureManager) is a quick reference.

#### Pin the Fresh Features
This simple yet elegant function lets you pin the fresh features that need regular attention.
Navigate to [Feature Usage page](https://portal.isvinsights.ai/feature-usage), or [Feature Manager](https://portal.isvinsights.ai/feature-manager) and click on **pin icon**  📌 beside the feature name.

![blog figure - fresh release - pin feature.png](https://isv-insights-cms-prod.s3.ap-south-1.amazonaws.com/blog_figure_fresh_release_pin_feature_bb94dc7703.png)

This view informs you of any rise (or fall) in feature usage. Switch to weekly or daily view for a close analysis of feature adoption.

#### Version Watchlist
You may enable Email report / Dashboard view for any accounts that have upgraded to the latest version.
Simply open your _ISV Insights Dashboard_  and navigate to _Active Accounts_. to setup this quick list.

![blog figure - Version Watchlist.png](https://isv-insights-cms-prod.s3.ap-south-1.amazonaws.com/blog_figure_Version_Watchlist_477bfd22e1.png)
1.	Go to [Active Accounts](https://portal.isvinsights.ai/account-list) –  Choose **Package Version** from among the filters list.

2. You can set _KPI Score Trend_ to Declining

2.	Set a range of Health Score. It’s recommended that we set the bar for 0-50 or 0-75 to catch the slightest hints of the drop in the performance. Such performance issues are usually .

You can see these filters in effect as you apply them. If there are no accounts in the Filter range chosen by you, it simply means that all accounts that are shifted to new version are in healthy range.

3.	After verifying the value, click on ’Save View as..', right beside the ‘Reset’ button. Select an appropriate title for this watchlist.

4.	Once you have created such list, all accounts using latest version of App, with any performance threats will be always visible under [Watchtower icon](https://doc.isvinsights.ai/docs/Dashboard/watchTower - on the top right corner of your Dashboard.

![Screenshot 2025-02-06 153711.png](https://isv-insights-cms-prod.s3.ap-south-1.amazonaws.com/Screenshot_2025_02_06_153711_5aa61a011b.png)

This watchlist will bring immediate attention to any Accounts with low usage as result of the Version change.

**Health Score for new Features**

Once you have rolled out a fresh set of features, or a version upgrade altogether, it's time to update the KPI Score definition and include new features in the Measurement

1.	Make update to the existing score, or go to [Setup > KPI Score ](https://portal.appinsights.ai/kpi-score-configuration)and create a dedicated adoption score. For the ‘rule type’, select ‘Feature Usage’ radio button. Pick one of the new features from dropdown list.


2.	Before you go ahead to design the Rules, think about the prospective users of the Features. Do you want to Make sure of that the feature Reaches everyone in the User Base? May be, it is a niche feature designed for some selective admin class of users?


3.	If it’s a relatively niche feature, set ‘Operation Count’ as the Target Metric. For features expecting a wider adoption, set the Target metrics to “unique user count” instead


4.	The best-case scenario is if all the features defined in this list belong to a specific Release Version. That way, you can simply associate this score to the specific version as described in previous section.


5.	Alternatively, if you have a Closed User Group or testing Cohort for the new Features this score can be assigned to a list of Accounts. Under “Primary KPI Score Criteria” Click dropdown ‘Criteria’ and select all Accounts that constitute your testing cohort.

![ISVBLOG2.png](https://isv-insights-cms-prod.s3.ap-south-1.amazonaws.com/ISVBLOG_2_3493e6e43f.png)


That’s it! You are all set to ensure success of the new upgrades to your AppExchange listing with ISV Insights. 



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Quick App Analytics Query Recipe for Version tracking

Monitor Fresh Release Performance with ISV Insights

# Adoption Metrics built on AppExchange App Analytics Data

Churning App Analytics logs to reveal usage trends is an intensive process; however, the journey doesn’t end here. It’s still tricky to focus on the right set of metrics as the product grows and features pile up. You need some indicators for the overall health of app usage to optimize the decisions as the product grows and the user base expands.


That’s where **“Key Performance Indicators”** (KPIs) play a major role, revealing customer behaviour insight beneath the surface of usage patterns. KPIs align reporting to the business and operational goals along different phases of product growth.

We’ve compiled a list of industry-standard KPIs to mark adoption milestones with measurable, tangible metrics. 


## Breadth and Depth of Adoption


The breadth of adoption measures how much of your users shift to using the product on a regular basis. This helps you understand if your efforts are enough for your target users to realize enough value from your product.


Depth, on the other hand, refers to how many core features of your product have been adopted. You need to understand if the customers are using key features that will make them "sticky.". Better feature engagement will ensure that the users who have “adopted” your product will keep on using it.


Let us create breadth and depth scores using your ISV Insights toolbox.


### Creating an Adoption Breadth Score


- Prerequisite: you have already mapped major Salesforce Event onto Features
- Go to KPI Scores > New KPI Score Configuration > Add Rule 
- Pick the rule type as ‘Feature Usage’. From the ‘Features’ dropdown, select a core Feature
- From among Target Metrics, select Unique Users % (Relative to Sold Seats). 
You can also choose the next metric (relative to baseline users) if you have configured the baseline users.

![isv1.jpg](https://isv-insights-cms-prod.s3.ap-south-1.amazonaws.com/isv1_b738bf7494.jpg)
 
- Keep the thresholds for this metric between 25% and 75%. Adjust this range according to the product’s age and the traction range you expect accordingly
- Repeat the same process for up to 5-6 Major Features


**Note:** It’s ideal to use the metric “user% of sold seats" only if the majority of your license sizes are 50 or larger. This metric would not give smooth results if most of your licenses fall below ~25 seats or so. In that scenario, it’s ideal to stick to absolute “Unique User” count without any %.


That’s it! This metrics marks Essentially the popularity of your core features, indicating how widespread it is in each Account.


### Creating a Adoption Depth Score


- Go to KPI Scores > New KPI Score Configuration > Add Rule 
- Choose a feature. This time, use Target Metric as “Number of Operations average per baseline user.”
- To create an adoption depth score, we must keep a lower expectation on minimum frequency. The lower threshold should typically be from 5 to 10 interactions per user per month, and the upper range should be no more than 30. Remember, we are measuring if users are touching all corners of the app at a basic rate.

![isv2.jpg](https://isv-insights-cms-prod.s3.ap-south-1.amazonaws.com/isv2_2eb09029eb.jpg)


- However, we must throw in a large number of features for this KPI to be useful. This way, the feature will remain low if crucial features remain untouched. Repeat the above process for at least 8 to 10 features. Don’t restrict to the main features. Include a wide variety of features to gauge how well users are venturing through the application.


With these two fundamental KPIs, you are well on the way to ensuring customer success during the adoption phase. Typically, the first mark of successful adoption is a good breadth, followed by a depth score. If the account is stable in a satisfactory range for about 3-4 months, we can target for higher frequency through a frequency score measure. 


For a **Core Adoption Frequency Score,** you simply duplicate the breadth score just created, keeping rules and feature sets the same. Configure the target metric as operation per sold seat. Since the target is a high adoption frequency now, update the lower threshold for high usage frequency: 20 and above per month.


A healthy account journey looks like a steady rise in breadth and depth score, while it’s no bad news if only breadth rises first followed stable depth score. A decrease in any of them is a red alert and must be addressed asap. Once the majority of the account is familiar with the features and your ISV app is a regular part of their workflow, the frequency score also climbs up. You can use these scores as a simple litmus test for your account progress and take necessary corrective actions at respective stages.


Thank you for reading this! We’d love to hear your story of adoption growth with the aid of ISV insights. Kindly reach out to support for any additional queries or feedback.


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