Introduction
Customer Success teams handle vast amounts of data, but its value depends on how effectively it’s presented and consumed. Tailored dashboards empower CSMs, managers, and executives with the insights they need to make informed decisions quickly. By creating role-specific dashboards in Gainsight, you can prioritize the metrics that matter most, enhance decision-making, and improve team efficiency. This article will guide you through building actionable dashboards tailored to each role’s unique responsibilities.
Step 1: Identify Role-Specific Insights
Determine the key metrics and data that are most relevant to each role.
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CSMs: Focus on portfolio health metrics such as open CTAs, health scores, and recent customer interactions. Use data from Cockpit and Timeline to provide actionable insights.
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Managers: Aggregate team performance metrics like health score trends, customer segmentation, and overdue tasks. Build filters for managers to drill into specific CSM portfolios.
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Executives: Highlight high-level metrics such as ARR growth, Net Revenue Retention (NRR), and churn risks. Incorporate data from Adoption Explorer to visualize product usage trends.
Step 2: Design Dashboards with Relevant Widgets
Organize dashboards to display key insights clearly and efficiently.
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Add Visual Widgets for Metrics: Use Dashboards to include visual widgets like bar graphs for ARR trends or pie charts for customer segmentation.
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Embed Health Metrics in Dashboards: Incorporate health scores directly into dashboards using data from Scorecards to track customer health at a glance. Use configured scorecard measures to ensure accurate visualizations of account status.
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Customize Filters for Interactivity: Enable filters to allow users to segment data by regions, customer tiers, or CSM assignments for deeper analysis.
Step 3: Share Dashboards for Collaborative Use
Make dashboards accessible to the right stakeholders and ensure collaborative use.
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Assign Role-Specific Dashboards: Tailor dashboards for specific roles and assign access accordingly through Gainsight’s Dashboard Permissions.
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Embed Dashboards in Collaboration Tools: Use Gainsight’s Slack Integration or Salesforce Integration to share dashboards seamlessly with cross-functional teams.
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Automate Dashboard Updates: Schedule automatic updates to ensure dashboards reflect the latest data without requiring manual effort.
Next Steps for Success
Once role-specific dashboards are in place, focus on enabling collaboration through shared insights. Refer to the article Integrate Insights into Collaboration Tools to learn how to align teams around actionable data.
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