Introduction
Dashboards are a critical tool for visualizing and analyzing customer advocacy trends. They help you monitor key metrics like NPS scores, sentiment changes, and engagement levels, providing actionable insights to prioritize potential advocates. This article walks you through the process of creating dashboards in Gainsight to track advocacy-related metrics and identify opportunities to expand your advocacy program.
Step 1: Identify Key Advocacy Metrics for Dashboards
Determine the metrics that provide the most valuable insights into advocacy trends.
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NPS and Promoter Scores: Use NPS Analytics to highlight customers who consistently provide high scores.
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Sentiment Scores: Leverage data from Sentiment Analysis to track customer satisfaction trends.
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Engagement Metrics: Include metrics from Adoption Explorer that measure feature usage and active participation.
Step 2: Design Dashboards for Advocacy Insights
Create dashboards tailored to track and visualize advocacy trends.
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Combine Metrics in Reports: Use Reports and Dashboards to merge NPS, sentiment, and engagement data into comprehensive reports.
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Segment Advocacy-Ready Customers: Build widgets to highlight customers who meet predefined thresholds for NPS, sentiment, or engagement levels.
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Track Advocate Pipeline: Configure a widget to monitor the number of advocates identified, their activities, and engagement over time.
Step 3: Automate Dashboard Updates for Real-Time Insights
Ensure dashboards are automatically updated with the latest advocacy data.
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Use the Rules Engine for Automation: Set up rules to refresh reports and dashboards based on new data inputs. Refer to Getting Started with Rules Engine.
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Incorporate Timeline Data: Integrate data logged in Timeline into dashboards to provide a holistic view of advocate interactions.
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Monitor Dashboard Performance: Regularly review dashboard analytics to ensure data accuracy and identify any gaps in reporting.
What's Next
With advocacy dashboards in place, your team can gain real-time insights into potential advocates and track their activities. Use these dashboards to prioritize customers for advocacy opportunities and refine your engagement strategies over time.
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