This dashboard consists of five reports geared towards optimizing visibility across a team or across an entire CSM organization using CTAs, Accounts, Upsells/Renewals, NPS® scores, and Habits and then breaking them up by CSM and by team. This allows managers to quickly understand the scope of each CSM’s workload and efforts and each CSM’s impact across your team structure. As your CSM organization grows, it's essential to be able to easily grasp and understand this information from a team leader’s perspective.
These reports are intended as examples only, using demo organization data and records. In some cases, the field names may be different in your own orgs, or we may be using a custom field.
Report #1: CTAs by CSM and CSM Team Manager
This report utilizes a custom field “CSM Team Manager.” For information on how to setup the custom field, see below. You could also set up a custom field for “Customer Tier” using the same steps.
To create reports, navigate to Administration > Report Builder > click + Report:
1. Select the Call To Action object as the data source.
2. In Show me, add the field for Call To Action Name
3. in By, add the CSM Name field.
4. (Optional) Create filters:
- CSM Team Manager = XXX (create a filter for whichever team you would like to view)
- Status = XXX (create a filter for which stage of CTAs you would like to view)
5. Click Apply.
6. (Optional) Click the Visualization Icon and select Column (or whichever view you would like).
7. (Optional) Click the Report Settings Icon and Click Chart Options:
- Toggle Data Points to ON
- Toggle Chart Sorting to DESC (Descending) by Count of Call to Action Name
8. Enter a name for your report (CTAs by CSM (Kelly’s team)) and click Save.
Report #2: Number of Accounts by CSM
Vault Report Asset: you can build the following report from scratch, or you can download this asset and customize it as needed.
1. Select the Account object as the data source.
2. In Show me, add the field for Id
3. In By, add the CSM Name field.
4. (Optional) Create filters:
- Status = includes Active
- CSM Team Manager = XXX (create filter by Team Manager so you can see your specific team’s overview; you could also do this by Tier, or not at all to see across the company)
5. Click Apply.
6. (Optional) Click the visualization icon and select Column (or whichever view you’d like).
7. Enter a report name and click Save.
Report #3: Upsell/Renewal by CSM
Vault Report Asset: you can build the following report from scratch, or you can download this asset and customize it as needed.
- Select the Transactions object as the data source.
- In Show me, add the following field to view the sum of the annual recurring revenue:
- Object :: Transactions Header, Display Name :: Sum of ARR, Aggregation :: Sum
- In By, we want to slice the data based on CSM
- Object :: Account, Display Name :: CSM Name
- Create the following filters. Depending on your business needs you may want to expand or contract the date range.
- Booking Date = Current and Previous FQ (you can choose whatever historical/current parameters you would like)
- Booking Type <+> (includes) Upsell, Renewal, Renewal with Upsell, Renewal with Downsell
- Click “Apply” and then set your visualization type to “Column”.
- Enter a report name and click Save.
Report #4: NPS® by CSM
1. Select the NPS® object as the data source.
2. In Show me, you want to view the total count of NPS® Survey Responses, so select something similar to the following and make sure the aggregation is set to “Count”:
- Object :: NPS®Survey Response, Display Name :: Count of Id (note: Aggregation has been switched to Count)
3. In By, we want to slice the data based on CSM Name as well as NPS® Score Type (Promoter, Passive, Detractor)
- Object :: Account, Display Name :: CSM Name
- Object :: NPS®Survey Response, Display Name :: NPS® Score Type
4. Depending on your business needs, you may want to expand or contract the date range using filters. The following filters are examples:
- ResponseDate = Last 90 Days (or whatever historical period you would like)
- Survey Code (this optional filter is used to make sure that we have data for specific NPS® Surveys we would like to view. Each Survey within Gainsight has a code associated with it that you can select here.)
5. Click “Apply” and then set your visualization type to “Column”.
6. (Optional) You also may find that looking at NPS® Survey Responses as a percentage is more valuable than just an overall count. To do so, go back to the Report Settings Icon, go to Chart Options, and toggle Show Percentage to ON.
7. Enter a report name and click Save.
Report #5: Habits by CSM
Before building the Habits by CSM report, you may wish to review the Habits Risk Overview for information on how to set up a Habits Score framework within your own organization.
1. Select the User Adoption object as the data source.
2. In Show me, to view the total number of accounts, select something similar to the following and make sure the aggregation is set to “Count”:
- Object :: Usage Data, Display Name :: Account Name, Aggregation :: Count
3. In By, the goal is to slice the data by week and by the habits/health score group that the accounts fall under. The following is an example of how you might set up the “By” section:
- Object :: Account, Display Name :: CSM Name
- Object :: Usage Data, Display Name :: Habits Score Group
4. Depending on your business needs you may want to expand or contract the date range using filters. The following filters are examples:
- Usage Data Aggregation Level Name = Account Level
- Week Label = Last week
- Habits Score != null
The above filter is used to make sure that we have data for customers with actual Health Scores. A new customer to Gainsight may not have a Health Score yet, and thus we don't want to report on it.
5. Click “Apply” and then set your visualization type to “Stacked Column”. The final report should resemble the above image.
6. Enter a report name and click Save.
Dashboard Configuration
Please refer to the article Configure Gainsight Home Dashboards for information on how to assemble these reports into a dashboard on the Gainsight Home tab. Above is a sample image of the completed Management Visibility dashboard.
Configure "CSM Team Manager" Custom Field (optional)
Step 1: Add CSM Team Manager field to Account object
Navigate to Setup > App Setup, click Customize → Accounts → Fields, and then click the New button, adjacent to “Account Custom Fields & Relationships.”
Note: Select “Picklist” as your ‘Data Type.’ For Picklist options, this is the name of each of your Team Managers.
Step 2: Set up rules to automatically assign accounts to their respective Team Managers
The rule will say (for example, Team Manager=Kelly), IF Status=Active, and CSM Name = X, Y, or Z (however many names are on Kelly’s team), then CSM Team Manager field = Kelly.
Your ‘Setup Filter’ page should look something like the image above.
And your logic should look like this: A and (B or C or D or E or F or G or H or I or J) where each Account::CSM Name = a name of each CSM on that specific team.
Your ‘Setup Action’ should look like the following:
Choose “Load to SFDC Object” as your Action Type, and choose the “Account” Object.
Per usual, you will want to connect Account::Id to Id, so each account will be recognized and map correctly.
Then, you will want to create a custom mapping, where CSM Team Manager field = Team Manager name (or Kelly, for our example).
Finally, in Schedule, you can go ahead and schedule nightly.
Make sure the rule is ON and schedule.
REPEAT this step for however many different teams you have, one for every team under their Team Manager’s name.
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