Dashboard Interpretation Process

This document provides a step-by-step walkthrough for interpreting your dashboard to gain valuable insights. It highlights key metrics and reports that assist in analyzing business performance effectively.

Step 1

Begin by reviewing the dashboard to understand how managers interpret it. While we won't cover every report in this example, key highlights will be discussed. The first focus is on the "Book of Business Overview" section.

Step 2

In this section, you will find the total Annual Recurring Revenue (ARR) for your book of business, the number of logos included, the active user rate across the entire book of business, and the average license consumption. Comparing these averages to the overall user base is insightful. For example, 86% is the current book of business's average, while 82% is the average across all customers. Similarly, the active user rate is 34% for this book compared to an average of 28% or 29% across the customer base.

Step 3

Key reports are located on the right, such as the "Average CSM Renewal Sentiment" and the "Average Renewal Momentum Score." The CSM sentiment indicates the probability of a customer renewing, categorized as 90%, 75%, 30%, or 0%. By analyzing all probabilities set, an average number is provided, which is crucial for assessment.

Step 4

This analysis contrasts personal feelings about the book of business with actual data. The "Average Renewal Momentum Score" provides insights based on renewal momentum, examining usage levels (low, medium, high), the presence of the right contacts, and the identification of an executive sponsor.

Step 5

Ensure multiple points of contact and maintain frequent communication. HubSpot integration helps link calendars, ensuring proper contact identification. This approach objectively evaluates activity rates and customer connections.

Step 6

Analyzing the color segments of reports, rather than just the radial dials, offers insights. For example, the renewal sentiment's dial is transitioning from yellow to green, while the renewal momentum score slightly surpasses this mark. This analysis helps align CSM sentiment with actual usage and customer interaction.

Step 7

Observe the color segments instead of focusing solely on radial dial positions. This analysis reveals that CSM sentiment aligns with actual usage and customer interaction. Scroll down to view risks for the book of business throughout the year.

Step 8

Approaching year-end or Q3 end reveals annual risks within the book of business. Similar analyses are conducted on renewal sentiment versus full-year renewals. These reports classify ARR based on renewal sentiment and momentum, aligning with earlier dials.

Step 9

Identify discrepancies between reports. For example, a lot of 90% probability might align closely with slight risk, with major changes observed in the 30% category versus moderate risk. Reports allow investigation of specific accounts in moderate risk sections by grouping data by company.

Step 10

This step allows the analysis of specific accounts that contribute to the moderate risk section by grouping data by company.

Step 11

Click into the report to identify components of the moderate risk group.

Step 12

Select the dimension, choosing "Record ID is companies."

Step 13

After analysis, different accounts contributing to the moderate risk section will be displayed. Nine accounts are identified, allowing further investigation.

Step 14

Explore an account to understand its renewal momentum score and identify areas for improvement, such as usage gaps or insufficient contact identification.

Step 15

Proceed to the "Days Since Last Meeting" section. This important metric shows the last customer communication date. Accurate logging of meetings in the CRM ensures reliable data collection.

Step 16

Ensure meetings are logged in the CRM to avoid inaccuracies due to unrecorded customer interactions. Verify contact details in company records for accuracy.

Step 17

Ensure your calendar and Zoom links are synchronized with HubSpot for accurate call tracking. Manually log meetings if the customer uses their own meeting links.

Step 18

The "Usage Data Zones" report (trailing 90, 60, 30 days) indicates if customer activity is increasing or decreasing. It highlights engagement changes and expansion opportunities.

Step 19

Seasonal trends and personnel changes affect activity levels. Monitoring transitions from red or yellow to green indicates growth. High active user rates suggest expansion potential.

Step 20

The "High Renewal Probability vs. Low Usage Consumption" report, also known as the sniff test, highlights discrepancies. It identifies high renewal probability customers with low usage or license consumption rates.

Step 21

Both usage and consumption rates highlight potential issues. For instance, a customer may show high renewal probability but low active user rates or license consumption, suggesting a need for investigation.

Step 22

Some customers may renew with heavy contraction. Analyze reasons for mismatches between renewal probability and consumption rates.

Step 23

The expansion area showcases accounts likely to expand, indicated by high active user rates. It serves as a key metric for potential growth opportunities.

Step 24

Observe that accounts like Syncly appear in top license consumption lists, suggesting readiness for expansion. Finally, review open tickets by pipeline to ensure optimal onboarding and embedding processes.

Step 25

The goal is to transition customers to become advocates after embedding. Although focusing on optimizing stages, ultimate success involves customer advocacy. This review highlights effective data utilization within reports. Contact us with any questions.

Step 26

Thank you for participating, and we look forward to your continued success. Goodbye.