Customer adoption: getting users to actually use what was bought
For customer success managers, account managers, onboarding specialists and service desk leads at managed service providers, resellers and software vendors whose customers have bought a product (Microsoft 365 is the worked example) that their users aren't fully using. Prerequisite: 'Handing over to customer success', which covers success plans. 'Change management: helping a team through a new system' covers the same subject from inside the customer's team; this course is the provider's side: calculating seat utilisation and active-use rates from usage reports, diagnosing why a group isn't using a product, choosing the right intervention, agreeing success measures with the customer's sponsor, and reporting adoption without exposing individual users. Microsoft features and limits are as documented at the time of writing; check current documentation, and your contract and the customer's data protection policy apply.
- Level
- Intermediate
- Length
- About 88 minutes
- Contents
- 5 lessons · final exam
- Status
- Published · updated 10 Oct 2026
Skills you'll practise
- Calculate licence utilisation and active-use rates from a usage report, stating the period and the denominator
- Diagnose why a group isn't using a product: not assigned, not set up, not trained or not needed
- Choose an adoption intervention that fits the cause, such as champions, targeted training, a configuration fix or right-sizing licences
- Define adoption success measures with the customer's sponsor that combine usage data with task completion and feedback
- Report adoption to the customer while protecting individual users' privacy
Course outline
- 1.Calculating licence utilisation and active-use rates from a usage reportLesson · 18 min
- 2.Diagnosing why a group isn't using a product: not assigned, not set up, not trained or not neededLesson · 18 min
- 3.Choosing an adoption intervention that fits the causeLesson · 18 min
- 4.Defining adoption success measures with the customer's sponsorLesson · 16 min
- 5.Reporting adoption to the customer while protecting individual users' privacyLesson · 12 min
- 6.Customer adoption: getting users to actually use what was bought: knowledge checkKnowledge check · 13 questions
- 7.Customer adoption: getting users to actually use what was bought: practical exerciseKnowledge check · 1 question
- 8.Final exam10 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Microsoft Learn: Microsoft 365 admin center usage reports overview
- Microsoft Learn: Microsoft 365 apps Active users report
- Microsoft Learn: Microsoft Adoption Score
- Microsoft Learn: Microsoft 365 reports show anonymous user names instead of actual user names
- Microsoft Learn: Buy or remove licenses for a Microsoft business subscription
- Microsoft Learn: Create your champions program for Microsoft Teams
- GOV.UK Service Manual: Measuring the success of your service
- GOV.UK Service Manual: Data you must publish (mandatory KPIs)
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