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Reviewing and acting on your portfolio by leveraging Portfolio Dashboard

Objective

This article will help you understand the 

  • metrics and data being presented on the Portfolio Dashboard (which is the default screen post login)
  • available metrics and data points, how they are calculated, and how you can leverage them
  • right data points that MUST be sent to CustomerSuccessBox for the data to be correctly calculated and represented

Who’s this for?

This article is for each and every member of the Customer Success team who manages a portfolio (directly or indirectly) within CustomerSuccessBox. 

Introduction

Portfolio Dashboard acts as a compressed high-value daily review and act view for the Customer Success team. 

As Success team members, you will not only be able to review what’s happening with your portfolio and specific segment(s) within it, but you will also be able to operate on your daily tasks, take stock of upcoming high priority/due tasks, and review high-value alerts.

The portfolio dashboard allows you to not only Review important information about your portfolio but also to Act on it.

You can filter the portfolio dashboard by:

  1. Customer Success Manager

  2. Account Segment

Review

The Review tab gives you a high-level overview of a portfolio which can be narrowed down by specific account segments. The goal is to help you understand the current status of your portfolio and the trends that can be noted.


The types of trends that you can review:

  • The current state of metric is compared to the state of metric 30 days before. The trend shows change from the state of metric 30 days before.

  • Comparison of applicable records within the last 30 days with previous period i.e. 31 to 60 days before today. The trend shows change from previous period

Let’s dig into the specific cards available under the Review tab

New Accounts

Definition: Number of unique new accounts created in the last 30 days (compared to the previous period).

Data Point: created_on with Create Accounts API

New Users

Definition: Number of new users which were created in the last 30 days (compared to the previous period).

Data Point: created_on with Create Users API

Active Subscriptions

Definition: Number of active subscriptions today (compared to 30 days before)

Active MRR

Definition: Active MRR today (compared to 30 days before).

Data Point: Subscription status_type should be marked as Active. Can be configured by editing status from Settings > Subscription Status

Cancelled Subscriptions

Definition: Number of cancelled subscriptions in the last 30 days (compared to the previous period).

Data Point: cancelled_on if you are posting subscription data using Create Subscriptions API

Cancelled MRR

Definition: Sum of Cancelled MRR in the last 30 days (compared to the previous period).

Data Point: cancelled_on if you are posting subscription data using Create Subscriptions API

Upcoming Renewals

Definition: Number of upcoming renewals in the next 30 days (compared to previous period i.e.last 30 days)

Data Point: next_billing_on if you are posting subscription data using Create Subscriptions API

Product Adoption Health

Definition: Product Adoption health today (compared to 30 days before)

Renewal Accomplished

Definition: Number of unique renewals accomplished from available renewals,  in the last 30 days (compared to the previous period).

Data Point: next_billing_on if you are posting subscription data using Create Subscriptions API

New Tasks

Definition: Number of tasks created in the last 30 days (compared to the previous period).

Tasks Completed

Definition: Number of tasks completed in the last 30 days (compared to the previous period)

Open Tasks

Definition:Distribution of all open tasks by status which includes:

  • Number of tasks in To-do status but not overdue or due in the next 7 days

  • Number of tasks in In Progress status but not overdue or due in the next 7 days

  • Number of tasks Due in next 7 days

  • Number of Overdue tasks

If you hover on a status, it will show the total number of tasks in selected status compared to the total number of open tasks.

Playbook Status

Definition: Distribution of up to 5 playbooks with a status breakdown of all open accounts in a Playbook; which includes

  • Number of New accounts in the playbook, which are not overdue or due in the next 7 days
  • Number of accounts In Progress in the playbook, but not overdue or due in the next 7 days
  • Number of accounts in the playbook which are Due in next 7 days
  • Number of accounts in the playbook which are Overdue

If you hover on a status, it will show the total number of accounts in selected status compared to the total number of active accounts in the Playbook.

Alert Status

Definition:  Up to 5 alerts sorted by the sum of active MRR for the matching accounts in descending order

Table Columns:

  • Alert

  • Number of accounts

  • Sum of MRR

  • Latest Alert On

Activity Performed

Definition: Activity performed in the last 30 days (compared to the previous period)

Type of activity:

  • Number of Emails Sent

  • Number of Calls made

  • Playbook completed

Act

The Act tab shows you a high-level overview of the accounts in your portfolio that needs your attention. We do this by flashing up the most relevant set of accounts to look at for various use cases such as pending tasks, pending playbooks, upcoming renewals, at risk accounts etc. 

This tab should serve as a daily action list and can help the Success team streamline its day-to-day operation.

Pending and Upcoming Playbook steps

Definition

Shows the top 5 active accounts in playbooks to work on, sorted by ascending order of due date. Playbook listing view can be quickly accessed by clicking on More

Table Columns:

  • Playbook

  • Account 

  • MRR

  • Product Adoption Health

  • Due Date

Pending and Upcoming Tasks

Definition

Shows the top 5 open tasks in playbooks to work on, sorted by ascending order of due date. Task listing view can be quickly accessed by clicking on More.

Table Columns

  • Name 

  • Account 

  • MRR

  • Product Adoption Health

  • Due Date

Upcoming Renewals

Definition

Brings up to 5 accounts with upcoming renewals in the future (sorted by ascending order of next_billing_on date)  to your attention,

Table Columns

  • Account

  • MRR

  • Product Adoption

  • Next Renewal On

At Risk Accounts

Definition:

Brings up to 5 at-risk accounts to your attention i.e. accounts with an open ‘Risk’ type alert but with no action step defined for them. The list is sorted in descending order of alert date.

Table Columns

  • Alert

  • Account

  • MRR

  • Product Adoption Health

  • Alert On

Upselling opportunity

Definition

Brings up to 5 accounts ripe for upselling to your attention i.e. accounts with an open ‘Upselling’ type alert with no action step defined for them. The list is sorted in descending order of alert date.

Table Columns:

  • Alert

  • Account

  • MRR

  • Product Adoption Health

  • Alert On

New Accounts

Definition

Up to 5 new accounts sorted by descending order of created_on date. Accounts are considered only if they are yet to be enrolled in a playbook.

Table Columns:

  • Name

  • MRR

  • Product Adoption health

  • Stage

  • Created On

New Users

Definition

Up to 5 new users sorted by descending order of created_on date. 

Table Columns:

  • Name

  • Title

  • Account

  • Role

  • Created On

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,

  1. Initiate a chat directly from within CustomerSuccessBox. Use chat option from Chat icon in left side navigation bar
  2. Create a conversation from here
  3. Send an email to support@customersuccessbox.com
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  1. Anadi Raj Tiwari

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