Introduction
Centralized customer data is only as powerful as the insights it provides. Dashboards and reports in Gainsight transform raw data into actionable insights, enabling your team to monitor customer health, track portfolio performance, and identify areas of opportunity. This article will guide you through building dashboards and reports that empower your team to make data-driven decisions efficiently.
Step 1: Identify Key Metrics to Track
Define the metrics most relevant to your team’s goals to ensure dashboards are focused and impactful.
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Customer Health Metrics: Include metrics such as health scores and risk signals to help CSMs prioritize at-risk accounts. Use Scorecards to define and display these metrics.
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Portfolio-Level KPIs: Track metrics like Net Revenue Retention (NRR), Annual Recurring Revenue (ARR), and customer segmentation for managers and executives.
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Feature Usage Trends: Use Adoption Explorer to highlight product adoption trends, helping teams identify underutilized features.
Step 2: Design Dashboards for Different Roles
Tailor dashboards to meet the unique needs of CSMs, managers, and executives.
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CSM Dashboards: Build dashboards that provide a quick overview of each CSM’s portfolio, including open CTAs, health scores, and recent interactions. Leverage Timeline data to display recent activities.
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Manager Dashboards: Aggregate team performance metrics, such as the percentage of customers with improving health scores or meeting engagement goals. Incorporate filters to allow managers to drill down into specific CSM portfolios.
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Executive Dashboards: Create high-level views that include overall customer health trends, churn risks, and ARR growth to enable strategic decision-making.
Step 3: Refine Reports for Actionable Insights
Reports bring clarity to your data and provide the foundation for impactful dashboards.
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Build Customized Reports: Create reports that visualize data trends, such as customer segmentation by ARR or feature adoption over time. Refer to How to Build Reports.
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Add Dynamic Filters: Use filters to make reports interactive, allowing team members to drill down into specific segments or timeframes for deeper analysis.
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Schedule Report Deliveries: Automate the delivery of key reports to stakeholders using email subscriptions to ensure timely updates without manual effort.
Next Steps for Success
Now that your dashboards and reports are in place, align your teams around shared insights. Continue to the article Share Actionable Insights Across Teams to learn how to enable collaboration using the insights generated.
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