What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

The term that describes the discrepancy between the features and functions that customers purchase and the features and functions that they actually utilize is known as the consumption gap. This concept emphasizes the difference between what customers expect to gain from a product or service and what they effectively take advantage of after the purchase.

Understanding the consumption gap is crucial for Customer Success Managers, as it helps in identifying areas where customers may not be fully benefitting from the offerings. It provides insights into customer engagement, helps guide training and support efforts, and aids in strategizing how to increase the adoption of features, ultimately leading to better customer satisfaction and retention.

Other terms listed do not accurately express this specific concept. The capability gap, for instance, would relate more to the difference in the customer’s ability to utilize features rather than the actual usage versus expectation. The financial gap would pertain more to a disparity in value versus cost, while the organizational gap generally refers to issues within a company’s structure or processes that hinder effective use or implementation of products, rather than focusing on the customer’s usage directly.