Create CSM "Health score summary" widget reports from scratch

[Haldor]

Hi,

In short: Replicate reports in screenshot.

The health score summary in "Customer Success" does not show anything because our Area Sales Manager function as Company owner's in our company. Any tips for how to:

1. Show all health scores in this widget, while keeping Area Sales Managers as company owner's

2. Create identical reports, so I can add to a dashboard for each Area Sales Manager.

Thanks!

[LCunningham1 · Accepted solution]

Thanks @kennedyp 

@Haldor who is responsible for activities/engagement on the accoutns, is this the area managers or CSMs (not sure of your set up), if someone else is responsible for the activities, i would recommend having them as company owners and adding another 'ownership' type field for the area managers which you'd be abel to still pull into reporting. I assume your area managers are not allocated Service licences? As if they were, you can filter to view others data within here:

Or, it's pretty easy to create a report using the health status. 

I don't think there's a way to create an identical report if it's not being used in the way it's meant to be, however you can still get some meaningful data. I have one set as follows:

Filter - create date = All time + Lifecycle stage=Customer (this may differ for you)
Data properties - company owner, Health status, health score + any other data you'd like to see 

Visualisation - 'displaying: Health Status and measured by count of companies - i have this as a donut chart, but you could measure using a bar chart and display as company owner and health staus and measure by 'average' success health score.

But ultimately to replicate the exact repoty, i thinkf if your sales managers own the accounts, you need to look at your set up - either giving them sales ;icences or an additional owner type field

[LCunningham1 · Accepted solution]

Thanks @kennedyp 

@Haldor who is responsible for activities/engagement on the accoutns, is this the area managers or CSMs (not sure of your set up), if someone else is responsible for the activities, i would recommend having them as company owners and adding another 'ownership' type field for the area managers which you'd be abel to still pull into reporting. I assume your area managers are not allocated Service licences? As if they were, you can filter to view others data within here:

Or, it's pretty easy to create a report using the health status. 

I don't think there's a way to create an identical report if it's not being used in the way it's meant to be, however you can still get some meaningful data. I have one set as follows:

Filter - create date = All time + Lifecycle stage=Customer (this may differ for you)
Data properties - company owner, Health status, health score + any other data you'd like to see 

Visualisation - 'displaying: Health Status and measured by count of companies - i have this as a donut chart, but you could measure using a bar chart and display as company owner and health staus and measure by 'average' success health score.

But ultimately to replicate the exact repoty, i thinkf if your sales managers own the accounts, you need to look at your set up - either giving them sales ;icences or an additional owner type field

[Haldor · Accepted solution]

Hi, thanks for the prompt response!

We have 1 CSM (me, and only I have a Service seat) and 3 Area Managers. Given our small team, some responsibilites are shared, and keeping them as account owners makes sense for us, even though health score is my "domain".

I have set up reports as suggested and filtering by a seperate property that allows each Area Manager to see the health status of their accounts and an average.

This essentially meet our needs, despite visually being somewhat simple. From what I can see there is no way to replicate the "score breakdown" widget anymore than what I currently have. 

It's fine and it works, but hope there are or will be more possibilities for making report elements such as KPI's look "prettier", like in the CSM Score Breakdown.  

Regardsless, many thanks for your suggestions!

[kennedyp]

Hi @Haldor! Welcome to the Community-- happy to have you here 😊 

I may need clarification on the issue. Are your Area Sales Managers viewing the report and still not seeing data, despite being owners of the companies? 

I want to invite some subject matter experts to see if they have any suggestions.

Hey @Shuler, @LCunningham1, @Mike_Eastwood  do you have any thoughts on this?