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) engagement with their customers.

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

Required dependencies for accurate GRR/NRR output:

Options best practice for accurate GRR/NRR output = maintaining churned accounts in Staircase for up to 6-12 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 downsell and expansion from the pre and post renewal ARR 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).

Definitions for each card below. Ability to 'acknowledge' an account(s) in relevant cards by clicking the 3 dots in the upper right hand corner of each card. Acknowledging an account will remove them from the card and revenue count.

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.

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).

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).

Accounts whose current sentiment score is red (negative).

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

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.).

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.

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

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)

Filters are sticky per user/per dashboard