Executive Dashboard

The Executive Dashboard provides both a high level overview of business performance, risks, and opportunities, as well as a tactical punch list for the team to ensure they remain proactive about the same.

This article outlines the components of the dashboard and how to customize it.

Definitions and calculations for the various components of the Executive Dashboard:

This metric represents the number of total active customers that were engaged with you (client to vendor direction only) in that time period. Will also reflect filter options (not including time frame). Engaged days of silence per the Settings > Configurations > Insights settings (Account Dark).

The total revenue for all active accounts, or all accounts in the filtered view if filter options are applied.

Same applies from 'engaged accounts' explanation but this represents the primary account 'owners' (mapped in Settings > Configurations > Fields > Account Fields) engagement with their customers.

This setting is off by default but can be enabled upon request - just let your CSM know!

Standard industry calculations for both (see below) and responsive to the time period filter set.

Required dependencies for accurate GRR/NRR output:

Optional best practice for accurate GRR/NRR output = maintaining churned accounts in Staircase for up to 6 months.

Note: If an account is present in the starting period being assessed but no longer in Staircase at the end period of what is being assessed, Staircase will trim that account out of the calculation.

Additional note: Staircase will understand down sell and expansion from the pre and post renewal revenue values.

Represents your team's average response time based on filter options selected (time period and group of users assessed).

Toggle between activity (total activity bi-directional), team effort (hrs), health score, and sentiment score to see trend and volume over time (based on time filters) by tier.

Choose between 'revenue' and 'number of accounts' to see the current distribution of Staircase AI health scores across active customer accounts.

Choose between 'revenue' and 'number of accounts' to see the current distribution between accounts/revenue with identified risk versus non currently detected (red (risk) v green (no risk id'ed).

Staircase AI has several out of the box cards (cohorts of customers) that help you immediately identify areas of risk or potential opportunity.

As a best practice - your team should take a zero inbox approach with these risk (red) cards on the dashboard. These cards represent real-time, current status and as your team begins to take action, as the status changes, the corresponding accounts will automatically be removed from the risk cards.

So for example, if your team has a total of 21 accounts in the 'no reach out' card and they go send those 21 accounts an email - Staircase will automatically reduce that card's count down to zero.

Please see card definitions below.

Represents dark accounts (no engagement) from client to vendor direction. Days of silence thresholds can be configured by any admin user in the Settings > Configurations > Insights section.

Team action to take: send a value add communication that motivates a response (engagement) from the customer.

Represents accounts currently in a renewal window (set in insights configurations) that have not yet had a renewal conversation started (on the channels Staircase can see).

Team action to take: Start a renewal conversation with the client or pull sales lead in to do so.

Other side of 'Accounts Dark'. This represents the direction of your team to client. So customers who haven't heard from your team in awhile (days of silence configured in insights settings).

Team action to take: Schedule a meeting or send an email to the customers on this list.

Accounts whose current sentiment score is red (negative).

Team action to take: Identify and resolve the cause for negative sentiment/customer friction.

Represents accounts who have sent in an explicit notice of termination.

Team action to take: Kick-off churn save play where applicable. Ensure leadership visibility.

Represents accounts who have sent in a communication that hints at the potential risk of churn (looking at your competitors, not seeing enough value, consolidating our tech stack, cutting budget, etc.).

Team action to take: Kick-off churn save play where applicable. Ensure leadership visibility.

Accounts that don't have at least two team members talking to at least two customer stakeholders. A relationship in Staircase is defined at two people having at least 3 exchanges within the past 90 days. Read more about account multi-threading here.

Team action to take: Team should work to create more and stronger relationships across the customer business.

Accounts with a currently positive (green) Staircase AI health score.

Team action to take: Assess for opportunity - case study, referral/reference, upsell/expansion, etc.

Accounts that have recently renewed (Staircase sets a renewal event anytime the renewal is updated in the CRM).

There are a few ways you can customize the Executive Dashboard:

2. Create a new dashboard (option to keep private or share with other users)