Analysis using MAU for CS team

[SGahlot1]

Hi There,

I need to create a dashboard for CS team and need your suggestions and guidenance on what all different analyis or reports can I create that would help the CS team. 

- I need to create reports based on Email, call, meeting activities

- How can I use MAU for analysis and what all anlysis would be helful for the team

- 3 best to have anlysis on the dashboard for CS team

I know it's a lot in one request but any thoughts/help is greatly appreciated 🙂 

Regards,

SG

[kvlschaefer]

Hi @SGahlot1,

Thanks for reaching out to the Community and for sharing these reporting details.

I'll reply to each of your questions individually: 

1) I need to create reports based on Email, call, meeting activities.

I wanted to refer you to this related community thread where @karstenkoehler recommends using the "Activity leaderboard by team with type breakdown" default report which can be found in your reporting library. @karstenkoehler also offers further advice on activity reports for different HubSpot subscriptions levels in this related community thread. 

2. How can I use MAU for analysis and what all anlysis would be helful for the team

Are you referring to a Monthly Active Users report? Could you elaborate on your goal for this report? Are you looking to see which actions they take in HubSpot or track their productivity? 

3.  3 best to have anlysis on the dashboard for CS team

Could you provide more context on the analysis, please? Are you looking to share company information with your customer success team? Product usage? The more information you can provide on your company and your customer success' team role in your company, the better the community can assist with advice. Thank you! 

Best,

Kristen

[SGahlot1]

Dear Kristen,

Thank you so very much for your recommendation on my first query, This helps for sure answering all my questions. please find my answers in red below

Regarding my other queries:

2. How can I use MAU for analysis and what all anlysis would be helful for the team

Are you referring to a Monthly Active Users report? Could you elaborate on your goal for this report? Are you looking to see which actions they take in HubSpot or track their productivity? Yes that is correct I am reffering to Montly Active Users basically to use this metric and show how well our clients are engaged with us. Now, if the engegement is high we like to again take necessary actions for Upsell if it's low we would like to shift our focus toward retaining them.

 3 best to have anlysis on the dashboard for CS team

Could you provide more context on the analysis, please? Are you looking to share company information with your customer success team? Product usage? The more information you can provide on your company and your customer success' team role in your company, the better the community can assist with advice. - Sure, So this dashboard would help the CS team with tracking the Retention and Upsells, also have a week of upcoming renewals, cusotmer health and so on. Now, all of this infomation is readyly availble for them to look at based on the due date, expiry dates but what they are missing is the product usage, activities that are going on well and if not they where they need to shift their focus. Customer Health is again a metric which would like to have in place for them.  I am sure, there must be a lot of other metrics that would be good to have on the dashboard for them but I don't know which one's. 

I just need a go to dashboard for our CS Team for everything that they do, basically manage their current set of clients also keep a track on engagement, usage of the clients and actions that they need to take if they see something not going well ! 

Sorry for such lenghtly email 🙂 

KR,

SG

[kvlschaefer]

Hi @SGahlot1,

No need to apologize - thank you for including all of these helpful details on your use-case and dashboard goals! 🙂  Glad to hear that the activity report resources helped out. 

I wanted to share a few related community discussions on using HubSpot for Customer Success Teams: 

1. Using HubSpot for Customer Success -  @JenBerenguer, @Dan1 and @stuartbalcombe offer some great insight and videos on how to setup HubSpot for a Customer Success Team. 
   
2. How to Use HS for Customer Success - CSM - Check out the videos from @stuartbalcombe on running customer success through HubSpot. 
3. Tracking Customer Pain Points in HubSpot - @Josh  and @Ben_M offer reporting advice on how to track customer pain points with the custom report builder. 

I also wanted to invite our top community contributors to see if they have any advice for your Customer Success Dashboard and Monthly Active Users Report.

Hi @Josh, @Dan1, @Ben_M, @stuartbalcombe, @danmoyle, @Jnix284 - Do you have any reporting advice for @SGahlot1? Which reports would you include on a Customer Success Dashboard? Thank you! 

Best,

Kristen

[Jnix284]

@SGahlot1 It sounds like you're relatively new to reporting in HubSpot and have quite an extensive list of custom reports that you'd need to build out.

If you plan to tackle this on your own, I highly recommend the HubSpot Reporting Certification as a starting point to begin working with custom reports.

There is also a recording from the Admin HUG covering what's new in reporting as well as a reporting deep dive that are also very helpful.

Hope this helps you to get started!