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  1. Strategic Walkthroughs
  2. Building Dashboards

CS Dashboards

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Last updated 6 months ago

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Customer Success Dashboard

This dashboard provides a comprehensive overview of customer success metrics. It is designed to help customer success managers (CSMs) and executives track key performance indicators (KPIs) and identify areas for improvement.

Key Metrics

The dashboard includes the following key metrics:

  • Accounts: The total number of accounts open.

  • Customers: The total number of customers in the company.

  • Churn: The number of accounts that have churned year to date.

  • Churn Rate: The percentage of accounts that have churned year to date.

  • Customer Health Score: A score that measures the health of each customer account.

  • CSM to Carry Ratio: The ratio of CSMs to accounts.

CSM Health

The dashboard includes a breakdown of customer health by CSM. This allows CSMs to see which accounts are in poor, average, or good health and to focus their efforts accordingly.

CSM Carry Ratio

The dashboard includes a breakdown of the number of customers each CSM is carrying. This allows managers to ensure that CSMs are not overloaded or underutilized.

Customer Health by Segment

The dashboard includes a breakdown of customer health by region and firmographic segment. This allows managers to identify segments that are more likely to experience churn or have lower customer health scores.

Recent Churned Accounts

The dashboard includes a list of the most recent churned accounts. This allows CSMs and executives to quickly identify and address any issues that may have led to churn.

Additional Features

In addition to the key metrics listed above, the dashboard also includes the following features:

  • Drill-down capability: Users can drill down into any of the metrics on the dashboard to get more detailed information.

  • Customization: The dashboard can be customized to include additional metrics or to change the way data is presented.

  • Exporting: Users can export the data from the dashboard to a CSV file or to a PDF.

Conclusion

This dashboard is a valuable tool for CSMs and executives who need to track key customer success metrics. It provides a comprehensive overview of customer health and churn, and it allows users to drill down into the data to get more detailed information. The dashboard can be customized to meet the specific needs of any organization.