The Customer Success Dashboard is a centralized platform consolidating critical customer data into easy-to-read segments. This dashboard is designed to help CSMs track and analyze customer metrics, monitor health scores, and take timely actions based on data-driven insights. Organizing information into clearly defined sections ensures a focused approach to customer management.

To access the Customer Success Dashboard, follow these steps:

1. Log in to Aviso. Go to the Dashboard.
   
   
2. From the left-hand side menu, Select Customer Success.
   
3.  You will be redirected to the Customer Success Dashboard.
   Note: View All Accounts at the top right corner for detailed Account information. Upon clicking, you will be redirected to the Accounts section.
   
4. Here you can view various cards with data relating to Customer success as explained below:

Business Overview

This section summarizes key business metrics, giving a snapshot of overall performance and customer engagement.

• Number of Customers: Displays the total count of active customers currently engaged with the organization.
• ARR (Annual Recurring Revenue): Re5ects the annual revenue generated from active customer contracts, which is a critical indicator of financial health.
   

Customer Health

Key Components of Customer Health:

1.  Implementation Journey:
   - Measures how quickly and effectively customers are onboarded.
   - Factors include the days to go live, satisfaction during onboarding, and time to achieve the first significant value.
2.  Product Adoption & Usage:
   - Tracks how actively customers are using the product.
   - Metrics include Daily Active Users (DAU), Monthly Active Users (MAU), feature/module usage rates, and average time spent on the platform.
3. Customer Support Experience:
   - Evaluate the quality of customer support provided.
   - Parameters include the number of critical tickets (P0/P1), average resolution time, recency of ticket activity, and customer satisfaction scores (CSAT).
4.  NPS (Net Promoter Score):
   - Measures customer loyalty and satisfaction.
   - This includes the aggregate score across surveys, trends over time, and themes identified in customer feedback.
5.  Revenue Expansion:
   - Captures growth from upselling and cross-selling activities.
   - Metrics include revenue growth since the initial purchase and open opportunities in the sales pipeline.

Customers by Journey Stage-Present

 This section visualizes the distribution of customers across different stages of their journey, using a donut chart for clarity.

1.  Journey Stages Include:
   - Onboard: Customers who are being introduced to the product.
   - Deploy: Customers implementing the solution in their environment.
   - Adopt: Customers actively using the product.
   - Grow: Customers expanding their use of the product or adding services.
   - Renew: Customers are approaching their contract renewal phase.

Additionally, this segment provides the Annual Recurring Revenue (ARR) tied to customers in each stage.

Tickets by Status

This section presents a breakdown of all support tickets raised by customers, categorized by their resolution status. It helps teams monitor and manage customer issues effectively.

1.  Ticket Categories Include:
   - Closed: Tickets resolved and finalized.
   - Resolved: Tickets addressed but awaiting confirmation.
   - Open: Tickets currently under investigation or pending action.
   - Waiting for Resolution: Tickets awaiting updates or information from the customer or team.
   - Pending: Tickets put on hold for various reasons.

Upcoming Renewals

This section highlights accounts with renewals scheduled in the next 90 days, enabling teams to plan and prioritize renewal efforts.

1. Renewal Accounts: The total number of customer accounts with contracts expiring within the next 90 days.
2. Revenue for Renewals: The total projected revenue associated with these accounts, offering insight into financial opportunities and risks.

Alerts

Alerts notify teams of critical events or risks associated with customer accounts or deals. This feature ensures timely intervention by drawing attention to potential issues, such as declining health scores or missed engagements.

1. Actions: Teams can view alerts, investigate details, and take appropriate actions to mitigate risks or capitalize on opportunities.

Account Details

This segment provides a tabular view of all customer accounts, allowing CSMs to filter and analyze specific accounts based on defined parameters.

1. Details Include:
   - Account Name: The name of the customer account.
   - ARR: The Annual Recurring Revenue associated with the account.
   - Journey Phase: The current stage of the customer journey.
   - CSM: The assigned Customer Success Manager.
   - Renewal Date: The contract renewal date.
   - Health Score: A score representing the account's overall health and engagement.
   - Product Usage: Insights into how frequently and effectively the customer uses the product.
   - NPS: A score indicating the customer’s likelihood of recommending the product.
   - CSAT: A measure of the customer’s satisfaction with support and product experience.
   - Support Tickets: The number of open, resolved, or pending tickets for the account.
   - Churn Risk: The likelihood of the customer discontinuing the service.

This section helps teams focus on key accounts and prioritize actions based on real-time data.

Leader board

The Leaderboard highlights the performance of individual CSMs, fostering transparency and encouraging healthy competition.

1.  Metrics Displayed Include:
   - CSM Name: The name of the Customer Success Manager.
   - Number of Accounts: The total accounts managed by the CSM.
   - ARR: The combined Annual Recurring Revenue of all managed accounts.
   - Health Score: The average health score of managed accounts.
   - Engagement Score: A measure of the CSM’s interaction and engagement with their accounts.