Introduction
Understanding how advocacy activities impact overall customer health is crucial for refining your engagement and retention strategies. Dashboards provide a clear and actionable way to visualize advocacy trends, enabling teams to track metrics like reference activities, success stories, and sentiment scores. This article explains how to create dashboards in Gainsight to monitor the influence of advocacy on health scores.
Step 1: Design Dashboards to Track Advocacy Metrics
Select and organize metrics that highlight advocacy activities and their impact on health.
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Include Key Advocacy Metrics: Use Reports and Dashboards to display metrics like:
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Number of references completed.
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Success story participation rates.
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Speaking engagement involvement.
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Correlate Advocacy with Health Scores: Add widgets to show how advocacy metrics, such as reference frequency, align with health score improvements.
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Visualize Sentiment Trends: Use data from Sentiment Analysis to highlight customers with high sentiment scores who also engage in advocacy activities.
Step 2: Integrate Advocacy Dashboards Across Teams
Ensure advocacy insights are accessible and actionable for relevant teams.
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Embed Dashboards in C360: Add advocacy dashboards to C360 Layouts for visibility during customer reviews and strategic discussions.
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Customize Views by Role: Tailor dashboards for different teams. For example:
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CS teams: Advocacy impact on retention.
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Sales teams: References and their influence on deals.
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Enable Cross-Team Collaboration: Share insights from dashboards with Marketing and Sales teams to ensure alignment on advocacy strategies.
Step 3: Monitor and Refine Advocacy Dashboards
Evaluate dashboard performance and adjust configurations to improve visibility.
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Track Advocacy Trends Over Time: Use historical data to identify long-term advocacy trends and their impact on health scores.
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Identify Gaps in Advocacy Metrics: Regularly review dashboards to spot underrepresented advocacy activities or customer segments.
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Refine Metrics and Layouts: Adjust dashboard widgets and configurations based on team feedback and evolving business priorities.
What's Next
Dashboards provide valuable insights into how advocacy influences customer health. Use these insights to refine your health scoring model and further align advocacy activities with retention and growth strategies.
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