Executive Dashboard

Understand the state of your customer base at a glance & take action on performance

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Strengthen your community

Welcome new community members and re-engage inactive members to ensure your community has a strong use base.

Build customer loyalty and trust

Listen to and understand feedback, follow up on product ideas, and celebrate community wins with your customers.

Improve customer relationships

Proactively utilize the valuable insights extracted from community engagement data to improve customer relationships.

What's included in this SuccessBLOC?

Each SuccessBLOC is embedded with industry best practices to help you get started quickly and achieve customer outcomes faster.

Goals & KPIs

Segments

Workflows

Campaigns

Goals & KPIs

Measure what matters

Pre-built scorecards include KPIs—including registration trend and number of users posting discussions—to measure registration, engagement, and feedback.

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In-App Segmentation
Totango In-app builder

Segments

Understand your audience

Pre-configured audience segments—including customers with registered users and users who have posted a discussion—to better understand user engagement.

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Workflows

Automate activity

Triggered workflows containing tasks and actions to proactively follow up on user ideas, celebrate account engagement, and assign a community manager.

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In-App Segmentation
Totango In-app builder

Campaigns

Communicate effectively

Automated emails triggered by account and user segments to welcome new users to the community and engage inactive community members.

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Successbloc

Executive Dashboard

Understand the state of your customer base at a glance & take action on performance
Categories:

Customer Intelligence

Publisher:

Totango

Published on:

November 3, 2020

Last Updated:

Data Security & Privacy:

Privacy Policy

Introduction to Executive Dashboard:

The Executive Dashboard SuccessBLOC is the executive team’s command center for understanding and taking action on all customer success and CS team performance KPIs. It includes scorecards and reports that provide quick access to the business’s progress on key customer and financial goals.

The Executive Dashboard SuccessBLOC allows you to:

  • View all of your customer success metrics in one place
  • Measure and take action on customer success performance
  • Understand customer success impact across the entire customer lifecycle

What's Included?

goals & kpis

Overall Customer Summary
  • Total ACV
  • Overall Customer Health
  • Accounts by Customer Journey Stage
  • Number of Accounts
Ensure High Renewal Rates
  • Current Quarter Renewable Accounts
  • Current Quarter Renewable ACV
  • Current Quarter Renewal Health
  • Overdue Renewals
  • Current Quarter Renewals at Risk
  • Current Quarter Renewal ACV at Risk
  • Current Quarter Renewed ACV
  • Current Quarter Churned ACV
Close Growth Opportunities
  • Current Quarter Growth Opportunities
  • Current quarter Growth Opportunities at Risk
  • Next Quarter Growth Opportunities
Mitigate Churn Risk
  • ACV at Risk
  • Average Days to Resolve Risk
  • Churn Risk Reason
Consistently Meet Onboarding Timelines
  • Delayed Onboardings
  • Health of Onboarding Customers
  • CSAT Post Onboarding
Drive Product Adoption
  • Average License Utilization
  • User Retention Trend
  • License Utilization Post Onboarding
  • Health of Post Onboarding Accounts
Drive Advocacy and Customer Satisfaction
  • Referenceable Accounts
  • Net Promoter Score
  • Overall CSAT

Customer segments

  • All Paying Accounts
  • Current Quarter Growth Opportunities
  • Current Quarter Growth Opportunities At Risk
  • Next Quarter Growth Opportunities
  • Next Quarter Growth Opportunities At Risk
  • All Active Accounts In Average Health
  • All Active Accounts In Good Health
  • All Active Accounts In Poor Health
  • Accounts delayed in Onboarding
  • Accounts in Onboarding
  • Onboarding Accounts at Risk
  • Recently Completed onboarding
  • Paying Accounts at Risk
  • Churned Current Quarter
  • Current Quarter Renewable Accounts
  • Current Quarter Renewals At Risk
  • Current Quarter Renewed
  • Overdue Renewals
  • Previous Quarter Churned Accounts
  • Previous Quarter Renewables
  • Previous Quarter Renewals
  • Reference Accounts
  • All Paying Users
  • Users At Accounts Recently Onboarded
  • All Key Contacts
  • Key Contact References
  • Key Contacts at non-engaged accounts
  • Key Contacts engaged

successplays

campaigns