Dashboards
Pick from Vitally's out-of-the-box Reporting Dashboards or Data Visualizations (Custom Dashboards) to prioritize the right KPIs for you, your team, and company.
Data Visualizations vs Reporting Trends
Data Visualizations (custom dashboards) allow you to create reports based on any of your customer data and activity objects to give you and your team insight into what matters most to you.
Reporting Trends are Vitally's out-of-the-box dashboards that provide insight into your KPIs to build a growing, successful B2B SaaS company. They provide KPIs around the entire customer lifecycle - from new trials to lost customers (and everything in between)!
User-level data is now supported!
You can add user-level filters to widgets and user-level columns to the table views accessible when clicking into widgets. Additionally, you can add user-level table views in your Dashboards! When adding user-level data to your widgets keep in mind that the Group By properties are limited to the user level.
Data Visualization (Custom Dashboard)
Data visualizations are custom dashboards that allow you to create and arrange advanced reports based on your customer data and activity objects in Vitally. Dashboards consist of Widgets.
Some common Data Visualizations:
Activity dashboards to report on the activities (projects, notes, tasks, etc) of CSMs
TTV for onboarding duration
Retention and renewals
Health based on segment
Visualize how many meetings CSMs are scheduling a month (if you're logging calls through note categories, you can create a widget to see how many meetings CSMs are scheduling)
How to Create a Dashboard
| How to | How to Visual |
|---|---|
You have a few options for creating a dashboard, either by the Create New button on the bottom left or adding directly into a Hub. Below we go over adding a dashboard into a Hub:
If a dashboard is added to a public Hub, that dashboard will still be private. You must update the permissions with the share button in step 5 to allow others to view this dashboard. |
Please note that if you want filters to be permanent, you MUST add filters to individual widgets (read more on creating widgets below). Using the global filters on the top right of the Dashboard will not permanently add filters. These are locally cached and will reset after some time.
How to Create a Widget
Once you create your dashboard, the next step is to create your first widget. The widget wizard is broken up into a sequence of 3 steps where you will be able to select the type of data you want to visualize, how it's visualized, how the data is calculated, and how the results are filtered.
| How to create | How to Video |
|---|---|
How to Create a Widget in a Dashboard
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🆕 Customize columns in your Dashboard widgets and save those changes for your entire team. Additionally, you can save those widget result views as hub views.
| |
🆕 User-level widgets are now supported. You spoke, we listened! When selecting your Object in a Widget, you'll now see "Users" as an option. You can add user-level filters to widgets and user-level columns to the table views accessible when clicking into widgets. Additionally, you can add user-level table views in your Dashboards! When adding user-level data to your widgets keep in mind that the Group By properties are limited to the user level. |
Please note that if you want filters to be permanent, they MUST be added to individual widgets. Using the global filters on the top right of the Dashboard will not permanently add filters. These are locally cached and will reset after some time.
Dashboard Widget types
Measuring Net Revenue Retention (NRR)
Net revenue retention (NRR) is one of the most common KPIs Customer Success teams will measure their performance against, and for good reason as it helps CS teams understand if their revenue managed is expanding at a faster rate than any churn experienced.
NRR takes into account the total revenue under management at the start of a target period (typically monthly, quarterly, or annually), and then looks at the same set of customers and how much revenue they account for at the end of the period.
NRR is calculated with this formula: starting MRR + Change in MRR) / Starting MRR
To measure NRR, you simply need to create a Widget that targets Accounts (or Organizations if using account hierarchy). While configuring the widget, you'll be able to select Net revenue retention (NRR) as the VALUE CALCULATION. You'll also be able to determine the timeframe to calculate NRR for.
Here are two examples of calculating NRR and organizing by CSM or Segment:
To calculate the NRR of each CSM, simply build a widget that has these details:
Visualization Type: Bar
Visualization Data Object: Accounts or Organizations
Group Y-Axis: Accounts/Organizations
Account Property: CSM
Then, configure your Widget like the below, specifying the timeframe to calculate against:
Managing a Dashboard
You can share, filter, clone, and add to a Hubs!
When selecting the meatball menu (three dots on top right) you have a few options:
Add to Hub: You can add to multiple Hubs
Edit dashboard details: Change name and icon and/or visibility
Clone dashboard: Clone the dashboard with all the same widgets
Remove from [Hub]: If application, remove the dashboard from any Hub
Delete Dashboard: Permanently delete the Dashboard from Vitally
You also have a Share button and a Funnel which is your Global Filters to the right:
Share: the share button allows you to share editing with other team members as well as whether this Dashboard can be searched while other team members are creating Hubs
Global filters (funnel icon): Global filters are locally cached meaning they will only be applied to your dashboard. If you want these filters to permanently stick, you'll need to add them to each individual widget.
Colors of a Widget
You can't exactly customize the color in a widget however, you do have ways to customize these to better fit your design! Below we go over customizations and logic on the Widget color displayed in Dashboards:
If you have colors set for your custom field display values, we will use them to color our widgets (this is where you can edit so these colors are to your liking!)
Vitally already has some custom colors for “health category” on accounts. This applies the same coloring to “last health category” for accounts, and “health category” + “last health category” for organizations
The “no value” color is a darker grey
About Reporting Trends Dashboard
Vitally's out-of-the-box reporting dashboards provide insight into the KPIs you need to build a growing, successful B2B SaaS company. They provide KPIs around the entire customer lifecycle - from new trials to lost customers (and everything in between)! Additionally, there are insights into NPS trends as well as a Team dashboard showcasing the health of each CSM's or AE's customer portfolio.
Requirements for Reporting Trends Dashboard:
Since these dashboards help you analyze the entire customer lifecycle + NPS scores, you'll need to ensure you've configured Vitally to track each stage of that lifecycle. If you've yet to do so, please follow the process detailed in these articles:
About Each Reporting Widget
These dashboards are categorized into 3 different categories:
Customers: provide insight into your subscription KPIs - i.e. the KPIs to measure the process from initial subscription to (unfortunate) churn. These KPIs are organized into 3 sections.
Trials: displays these collections of trial KPIs
NPS Analytics: displays these collections of NPS KPIs
These widgets will display according to your Revenue Default in your settings. If you have this set to ARR, we will display ARR and vice versa with MRR. Go to Settings > Account & Billing > edit your Revenue default to change between ARR and MRR.
Customer & Revenue Growth
Historical growth of paying customers + their revenue.
Easily switch views from a bar graph, to a trend line, to a table list on the top right of each widget.
Revenue Growth Breakdown
New Business, expansion, contraction, & churn per month.
You can change the way the data is displayed. At the top right, you can easily change how to view the KPIs with units using number of customers, MRR, and MRR percentage (compared to starting MRR in the timeframe). Additionally, you can switch views from a bar graph, to a trend line, to a table list on the top right of each widget.
These numbers (new business, expansion, contraction, churn) DO NOT consider accounts that have paid and churned within the same time frame selected. New Business is defined as new revenue for new accounts. For example, if an account churned in March and started a new subscription in July, it should show up as new business in July. If an account churns in July and resubscribes in July, it will not be included in New Business.
*We calculate Net Churn: Expansion - (Contraction + Churn)
Health Breakdown
Logo/Revenue Retention
Shows a weekly or monthly breakdown displaying the ratio of retained vs churned customers.
You can switch units between MRR (e.g. percentage of starting revenue retained at the end of the month) and accounts (e.g. percentage of accounts retained at the end of the month).
Easily switch views from a bar graph, to a trend line, to a table list on the top right of each widget.
*We measure revenue retention as follows: (Starting MRR - Churned MRR) / (Starting MRR).
Trial Conversion & Revenue
Monthly revenue from converted trials.
Can show a daily, weekly, or monthly breakdown of the number of converted trials + MRR from those converted trials in the timeframe.
Trial Conversion Rate
Monthly trial conversion rates.
Trial Qualification Rate
Monthly trial qualification rates.
Overall NPS
Overall NPS + promoters, passives, & passives over time
NPS Per Account
NPS Responses
Individual NPS scores over time
Viewing & Analyzing the Data on Reporting Trends
Once you've created your widgets, you can view and analyze this data to help understand where your business is or needs to go.
You have a few options when viewing and analyzing this data:
Hover over the widget to get insight into what is being calculated
Switch from a trend line, bar graph, or table to view the data as you need
Edit the widget at any point to add additional filters or changes
Dashboards: More Options
NEW! Customize columns in your Dashboard widgets
Customize columns in your Dashboard widgets and save those changes for your entire team. Additionally, you can save those widget result views as hub views.
Simply select data in your widget which will take you to a Table View
You can then select what columns you want shown
Make sure to Save Changes which will save for everyone globally
Global filter: The funnel on the top right of a dashboard is a Global Filter. This feature is used best when you want to view data for a specific account or accounts, specific segment, a specific ARR, etc. This filter is locally cached therefore is not permanent and eventually will reset. Additionally, the global filter does not affect the view of any other users, only your dashboard.
FAQ
Q: Why is there a discrepancy in the NPS Response and NPS Analytics? A: It is expected to see more responses logged in NPS Responses, since this is every response, including multiple responses from the same user. The NPS analytics page would have fewer responses logged as this doesn't account for multiple NPS responses.
Q: What is the order logic for the Stacked Bar on the Y axis? A: They're ordered by the size of the bar, but in the case of stacked bars, it's by the size of the largest bar in the stack, except for cases where the y-axis is time, in which case we order them by the y-axis value.
Q: How is Net Churn ARR calculated? A: Expansion - contraction - churn.
Q: How is revenue retention calculated? A: (Starting MRR - Churned MRR) / (Starting MRR).
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