The following reports provide insight into how your Executive team can determine which high profile customers may be at risk, as well as how to track customers that have “flagged CTAs”. This article explains how to create reports in your own Gainsight instance, and compile them into a Dashboard for use by your Executive Team.

High Risk High ARR Customers

High Risk High ARR Customers

Gainsight Execs use the above report to identify high ARR customers that may need additional attention from the CS team. This report displays the # of Open Risk CTAs for customers with an ARR greater than $X. This is a great way for Executive teams to determine which high value customers warrant additional attention.

1. Navigate to Administration > Report Builder > click + Report

2. Select the data source: Calls to Action

3. In the “Show me” section, to view the total number of Calls to Action and ARR, select something similar to the following:

  • Object :: Call to Action, Display Name :: #Call to Action, Aggregation :: Count
  • Object :: ARR, Display Name :: Total ARR, Aggregation :: Sum

4. In the “By” section, the goal is to examine the data for individual customer accounts. The following is an example of how you might set up the “By” section:

  • Object :: Account Name, Display Name :: Account Name

5. To show only the High ARR customers and new CTA’s, setup the following report filters (as examples):

  • CTAType = Risk
  • Status Name (for CTAs) = new, open, in progress (or any of your non-closed statuses)
  • Sum of ARR > select your desired threshold

6. Click “Apply” and then set your visualization type to “Column Line”. The final report should resemble the above image.

7. Enter a report name and click Save.

Flagged CTAs by Customer

Flagged CTAs by Customer

A core component of Gainsight’s escalation process is to “Flag” CTAs  this lets our Executive team know that a CSM needs additional support, guidance, or resources to address a customer issue. This encompasses all CTA types, not just Risk CTAs. To learn more about Gainsight’s escalation process, refer to this blog post.

1. Select the data source: Call to Action

2. In the “Show me” section, to view the total number of open Calls to Action, select something similar to the following:

  • Object :: Call to Action, Display Name :: #Call to Action, Aggregation :: Count

3. In the “By” section, to view the accounts associated to the open calls to action, select something similar to the following:

  • Object :: Account Name, Display Name :: Account Name

4. In order to display the number of CTAs that are flagged for a given account, apply the following report filter:

  • IsFlagged = true
  • Status Name (for CTAs) = new, open, in progress (or any of your non-closed statuses)

5. Click “Apply” and then set your visualization type to “Column”. The final report should resemble the above image.

6. Enter a report name and click Save.

Flagged CTAs by Reason

Flagged CTAs by Reason

Gainsight Executives track and report against the Reasons behind the flagged CTAs in order to understand the key drivers for escalation. To learn more about Gainsight’s escalation process, refer to this blog post.

1. Select the data source: Call to Action

2. In the “Show me” section, to view the total number of open Calls to Action, select something similar to the following:

  • Object :: Call to Action, Display Name :: #Call to Action, Aggregation :: Count

3. In the “By” section, to view the accounts associated to the open calls to action, select something similar to the following:

  • Object :: Reason Name, Display Name :: Reason Name

4. In order to display the number of CTAs that are flagged for a given account, apply the following report filters:

  • IsFlagged = true
  • Status Name (for CTAs) = new, open, in progress (or any of your non-closed statuses)

5. Click “Apply” and then set your visualization type to “Column”. The final report should resemble the above image.

6. Enter a report name and click Save.

Configure Dashboard

See this article for instructions on how to assemble the above reports into a single dashboard on the Gainsight Home tab.