When developing a product, one of the most useful pieces of information you can know is how customers are currently using it. How often do new users take a particular action? Which actions or features are most popular? How do users progress from one part of the product to the next? Answering these questions can help product and engineering teams better understand their users and identify the most valuable areas of the product to work on.

The reports in this Playbook focus on understanding helping you analyze these customer behaviors. They describe how often actions are taken, with what frequency, and how certain actions can affect others.

The Customer Behavior Playbook includes four reports you can tailor to your data. For an overview of how Mode Playbook reports work, please read this article.

• What product features are my customers using? Find out how your users interact with features and how these interactions change over time.
• When do customers churn? Plan well-timed re-engagement interventions by investigating about feature usage timing.
• Which customer engagement campaigns were effective? Once you know when to intervene, find out how your efforts are performing.
• How do users flow through my product or website? Find which actions users take first, second, and third in unique sessions, and helps identify the most common flows through your product.