This dashboard helps CSM Managers understand the impact the CSM team is having over time, and monitor individual CSMs’ workload with regard to issues, customers and strategic initiatives. Keep in mind that fields used may vary based on your actual environment (ARR = field used for revenue, CSM Name = field used for owner of accounts). For most of these reports, there's a Vault report asset that you can download and customize as needed.

ARR by CSM

Download the following Vault asset:

  • ARR by CSM
    • Source object: Account
    • Show: Sum of ARR
    • By: CSM Name
    • Visualization recommended: Bar

Number of Customers by CSM

Download the following Vault asset:

  • Number of Customers by CSM
    • Source object: Customer
    • Show: Count Distinct of Account Id
    • By: CSM Name
    • Visualization recommended: Bar

Number of Open CTAs by Priority by CSM

Download the following Vault asset:

  • Number of Open CTAs by CSM
    • Source object: Calls to Action
    • Show: Count Distinct of Call to Action Id
    • By: Call To Action::Assignee Name; Call to Action::CTA Type Name
    • Filter: Status excludes “Closed Success” and “Closed Lost”
    • Visualization recommended: Stacked Bar

Number of Closed CTAs in past month by CSM

  • Number of Closed CTAs in past month
    • Source object: Calls to Action
    • Show:  Count Distinct of Call to Action Id
    • By: CSM Name
    • Filter: Status includes “Closed Success” and “Closed Lost” AND Closed Date = Last 30 Days
    • Visualization recommended: Pie Chart

Number of Customers per CSM by customer segment

  • Number of customers per CSM by customer segment
  • Build the report in Admin > Report Builder:
    • Source object: Customer
    • Show: Count Distinct of Account Id
    • By: CSM Name, Segment*
    • Visualization recommended: Stacked Column
    • *Segment field will be any field used to segment your customer base, such as Region or Tier

List of Upcoming Renewals (Next 60 Days)

Download the following Vault Asset:

  • List of Upcoming Renewals (next 60 Days)
    • Source object: Customer
    • Show: Account::Account Name, Opportunity::Opportunity ARR, Customer Info::Current ARR, Customer Info::Renewal Date, Opportunity::Renewal Probability, Account::CSM Name, Opportunity::Opportunity Owner, Opportunity::Close Date
    • By: None
    • Filter: Customer Info::Status include Active, Opportunity:: Stage excludes Closed Won/Closed Lost, Opportunity::Opportunity Type includes Renewal, Customer Info::Renewal Date equals Next 60 Days

Create Dashboard

Lastly, you can combine these reports into a Dashboard on the GS Home tab. See Configure Gainsight Dashboards for more information.

Working on Challenge C4?

After you complete this exercise, you can return to the business challenge for next steps.