Module 3 · Product Behavior Intelligence
Product behavior intelligence — not a customer success dashboard
What are people inside this company actually doing? Per company. Then run save, activation, and expansion plays with approval and audit — the same GTM runtime as Demand Capture and Account Orchestration.
Product behavior → risk & opportunity → orchestrated action.
intervention.queue
Companies where product behavior changed — save, activate, or expand next.
- 01expansion-ready91proposed
Orbit SaaS
Expansion · usage threshold met
- 02activating78approved
Nimbus.io
Activation nudge · stalled day 5
- 03at-risk84proposed
Relay HQ
Churn save · engagement decay
trace · lifecycle_442
t+0ms events · Activation milestone · workspace created
t+390ms plays · Expansion play · usage threshold met
t+640ms governance · Save motion queued · operator review
Why not another CS dashboard
See what each customer company does in your product — act before churn or upsell is missed.
Who is active, who went quiet, and which companies need a play right now? Demand Graph orchestration — not charts your reps export to Slack.
| Axis | CS dashboard | Product Behavior Intelligence |
|---|---|---|
| Unit of analysis | Account health score in a CS tool nobody opens | Per-company product behavior — who is active, who went quiet |
| Output | Charts, cohorts, and red/yellow/green widgets | Governed plays — save, activate, expand — with evidence on each row |
| Operator workflow | Export to spreadsheet, chase CSMs in Slack | Intervention queue — approve, execute, dismiss from one command surface |
| AI role | Generic “insights” sidebar | Scout explains why each intervention is proposed — tied to live usage |
| Time to first action | Weeks configuring health models and playbooks | Conversational boot — outcome, metric, motion, data — command staged in minutes |
| Platform fit | Another silo next to CRM and product analytics | Module 3 on the Demand Graph — same orchestration, governance, attribution substrate |
Six questions the runtime answers
Centered on What are people inside this company actually doing?
- Who is using?
- Who stopped using?
- Which team is adopting?
- Which feature is sticky?
- Which behavior predicts expansion?
- Which behavior predicts churn?
- Who is active vs quiet inside each customer company
- Which teams adopt and which product behaviors look sticky
- Which signals predict expansion vs churn risk
- Recommended save, activation, and expansion plays — not another chart
Conversational boot
Teach the runtime — not another setup form dump
Five beats configure intelligence before go-live. Scout is available on every beat to tailor signal definitions and first plays.
- 01
Calibrate
Pick the outcome you are optimizing for
- 02
Measure
Choose the 90-day metric your team already reports
- 03
Motion
Pilot scope and how customers start
- 04
Data
Connect PostHog or import companies — or skip honestly
- 05
Command
Preview command, open to #needs-attention
Scout seeds are contextual per beat — outcome, metric, motion, data, command.
Who is using — and who stopped
Roll up first-party events by customer company: active users, quiet teams, and adoption depth. Behavior change surfaces in the intervention queue before renewal calls — not a health score widget reps ignore.
Expansion vs churn risk
Sticky features, repeated high-value actions, and drop-offs rank into plays — save motions for slipping accounts, expansion when usage crosses thresholds you define during onboarding.
Plays, not charts
Growth Command queues governed interventions on the same orchestration substrate as enterprise account motion. Approve from the queue, execute inline, dismiss with audit — keyboard path included.
Scout reads behavior — not dashboards
Scout is framed as your product behavior intelligence analyst: explains stage, play type, SLA, and heat per row. Ask why an intervention is proposed before you approve it.
Related
Pick Product Behavior Intelligence at setup — command opens to your intervention queue.
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