Several organisations offer multiple products. In Hook, metrics, product usage, users and health scores are split by product and can be viewed in one place for each account.

At Hook, we define separate products as ones which can independently churn or renew. This usually means a customer will have separate contracts for each product they purchase from your organisation. We require this separation in order to predict separate engagement scores for each product a customer has.

Using Hook for multiple products is in beta and not yet available to all customers. Some organisations may offer multiple products but do not have Hook enabled for multiple products. This could be for several reasons:

Speak to your account manager for more information.

It’s vital that CSMs can understand the difference in engagement between products, to identify adoption gaps and opportunities for upsell.

Hook is split by products in each part of the platform, to help CSMs identify the risk associated with accounts at a product level.

Use the Product filter to view this page by product. With the product filter is applied, the following will only show accounts that have the selected product:

If an account has more than one product, it will appear in the Overview page for each time a different product filter is selected.

If the Product: All filter is selected, accounts that have more than one product will appear once in the Customer subscriptions section for each product. This means if an account has two products, it will appear twice in the Customer subscriptions list.

For example, if an account has products Real thyme and Reel time, then this account would show in My Customers with the Product: Real thyme filter, and also for the Product: Reel time filter.

The Account Page gives a comprehensive view of an account’s engagement, split by product.

These sections of the Account Page are shown by default (regardless of product):

The following sections of the Account Page are split by product, and update when a product is selected in the View details by dropdown:

If an account does not have access to a specific product, there will not be the option to select it in the View details by dropdown.

Accounts with multiple products will have an Engagement Level for each product.

Hook does not support an aggregate engagement score across all products for an account.

Customers with access to only one product can be seen in the same place with the same account page layout, with the additional indication that there is No subscription for other products.

Renewal dates and ARR are separated by product. Click the dropdown to see the renewal likelihood, potential renewal value and Suggested Actions for specific products.

Customer information which is not specific to a product will appear in the main customer details section. For example: Website, Location and Employee Count. Any fields specific to products will be displayed in a separate section with the product name, underneath Links. In the example below, the only custom field for the Real thyme product is Conversion rate.

Notes are not customer specific and will appear on accounts regardless of which product selected in the View details by dropdown.

Any Risks for an account will appear by default on an Account Page, regardless of the product selected. The product associated with each Risk will appear in the Risk location field. In the example below, the account has an open Upsell Likely risk on the Reel time product.

Goals are automatically associated with products when they are created on the account page. The Goals are associated with the product that is selected in the View details by dropdown. In the example below, Goals are viewed on an account for the Real thyme product.

Each metric belongs to a specific product and is only visible when the relevant product is selected in the View details by dropdown. Key Metric categories are also product specific. In the example below, Key Metrics are viewed for the Real thyme product.

Since Upsell Opportunity is data-driven like Engagement Levels, this is product specific. If an account doesn’t have a subscription for a product, there will be no Upsell Opportunity for that product.

In the example below, the account has an Upsell Level and Upsell Opportunity for both Reel time and Real thyme products.

Customer Potential is specific to a product because it is dependent on engagement level, which is product specific. In the example below, the account is in the Growth category for the Real thyme product whereas the account is in the Invest to grow category for the Reel time product.

Each user is linked to a specific product, based on that user’s activity. It is likely that users have access to multiple products. The Users list view (found by clicking View all) can be filtered by Product.

At the top of the account page, there will be a Churned On [date] label to indicate that an account no longer has access to that particular product. In the example below, the account churned the Reel time product on 28th August 2024.

There is a No subscription message displayed below the View details by dropdown if an account does not have a subscription to that product.

If an account churns one product but is still a paying customer of another product, there will be an Engagement Level, ARR and Renewal Date associated with that product. The other product will have a Churned On [date] label. Use the View details by dropdown to view the Account Page by the product the account is still subscribed to.

Filter the Customers Table using the Product filter. Customers who have access to the product (specified by the filter) are displayed in the list. Selecting Product: All displays all accounts, regardless of which products they have access to.

The Key Metrics and fields from the Customer Table are also product specific, unless they are non-product specific fields appearing in the Customer details section.

The following fields are product specific. They have a separate field for each product. Each field has a product icon to determine which product it's associated with:

ARR, Customer Since and Renewal Date are also at the account level (and without a product icon):

The example report below shows how these fields would appear in the Customers Table.

Filter the Users Table using the Product filter. Users who have access to the product (specified by the filter) are displayed in the list.

If a user has access to multiple products, they will appear in multiple lists filtered by these different products.

Similarly to the Customers Table and the Users Table, the Goals Table can be filtered using the Product filter to view Goals for specific products.

Related Article: Reporting on Goals

Alerts and News Feed are filterable by using the dropdown at the top of their respective pages.

Select the View alerts by dropdown to choose the alerts to view by product.

Select the View news by dropdown to choose the news feed items by product.

By viewing engagement as an overall level for an account, it’s possible to reduce the severity of churn risk within products. It can be misleading to CSMs if the overall engagement of an account is High, but this could be made up of:

Separating engagement levels by product makes it much easier for CSMs to mitigate against churn risk in Hook by using product specific cadences, setting goals and reviewing important metrics.

Our product team is reviewing the product request to have an Overall Engagement Level for accounts with multiple products.