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: Once you've created your Hub, click the + sign to add a view inside. You'll see a pop-up where you'll select Dashboard Either start from scratch or select from Existing Views Name your Dashboard and select Create View Now you'll be in your dashboard and you're ready to add widgets by select the blue +Add button on the top right! Continue reading to learn about creating widgets. 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 Once you've created your dashboard, you can now create widgets by clicking the blue +Add button on the top right Select your Data Visualization. Depending on which type of visualization data object you have selected, you'll be presented with a list of options to configure your new widget. Read Widget Types below for each data visualization. Name your widget Select your Visualization Data Object. For example, if you're looking to visualize how many Accounts are owned by your CSMs, you'd select 'Accounts'. Alternatively, if you're looking to visualize open tasks by assignee, you'd select 'Task'. Finally, define Filters to limit the data that your widget is applied to. By default, all tracked Accounts (including churned ones) will be included in your widget. To limit the data further, add filters to exclude such accounts. If you want to clone the widget, just click on the meatball menu (three dots) on the top right.
🆕 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
🆕 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

Metric Widget - Show a count or percentage

An easy and quick metric view you can use to visualize a count of all accounts that have a poor health score or show the average number of days of an onboarding project for example.

Donut - Used to show proportions of categorical data

This is a great way to view the proportions of categorical data, with the size of each piece representing the proportion of a category. For example, you can visualize the NRR by segment, the number of accounts by CSM, or health categories.

Bar - Show comparisons between different categories

Bar chats are great when you want to show segments of information. For example, you can visualize the number of accounts up for renewal sorted by renewal month.

Stacked Bar - Show how a larger category is divided into smaller categories

Stacked bar charts are a great way to compare between categories. The bars are proportional to the values they represent. They can be used to visualize the number of projects by CSM, divide them by project category or status, or even create a risk forecast.

Trend Line - Display trends over time

Trends can be tracked up to a 12-month period, giving teams visibility into insights around changes for events such as accounts created, average health scores, or any other metric or custom Success Metric tracked in Vitally.

Table View - Display up to 50 rows from an existing data View

If you've created a view and want to centralize it in a dashboard along with other data, add a table view widget to your dashboard!

iFrame Embed - Embed any public URL like Google Slides, Looker, and more

With Dashboards, users can expand the reporting and data visualization with their existing Vitally-built widgets, enabling teams to view Customer Success data side-by-side with business intelligence insights.

For example, include a geographical breakdown of all your customers' locations. Once created in Looker, you can embed this iFrame directly into a dashboard of your customers. Other examples are embedding Google Sheets, Tableau data, or any other data visualization with a public URL.

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

For example, let's say you want to track your NRR for Q1. To do so, follow these steps:

1. Look at your customers on Jan 1. Let's say you have 100 customers for a total of $1M ARR

2. Look at that same set of customers on Apr 1. Note that it does not matter how many new customers you acquired in Q1 - we're only looking at revenue from the 100 customers you had on Jan 1.

   • Let's say 10 customers churned for -$25K ARR

   • Let's say 20 customers expanded for + $150K ARR

   • Let's say 5 customers contracted for -$25K ARR

3. To calculate your NRR for Q1, you divide the ARR of your 100 customers on Apr 1 divided by their ARR on Jan 1. In this example, we have 110% NRR:

   • ARR from 100 customers on Mar 1: $1.1M ARR ($1M ARR - $25K churn - $25K contraction + $150K expansion)

   • $1.1M / $1M = 1.1 * 100.0 = 110% NRR

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:

NRR per CSM

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:

NRR per 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: Segment

Then, configure the timeframe to calculate against.

We now offer Gross Revenue Retention (GRR) everywhere we offer Net Revenue Retention (NRR) as a value calculation operation on widgets. GRR is the retained monthly revenue divided by the starting MRR for each month, and that total is multiplied by 100 to get to the percentage. The retained monthly revenue is the lower value when comparing the starting MRR and the ending MRR value for the month.

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:

• Tracking your trials

• Qualifying your trials

• Tracking revenue and renewals at your subscribed customers

• Tracking churn

• Enabling the NPS add-on

About Each Reporting Widget

These dashboards are categorized into 3 different categories:

1. 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.

2. Trials: displays these collections of trial KPIs

3. 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

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.

Customer

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 or accounts without revenue. 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.

You can click into the different categories each month to view which accounts made up that particular category, along with helpful data points. For example, if you click on the contraction category, you’ll see the account’s starting and ending revenue.

*We calculate Net Churn: Expansion - (Contraction + Churn)

Customer

Health Breakdown

Customer

Logo/Revenue Retention

Shows a weekly, monthly, or quarterly breakdown displaying the ratio of retained vs churned customers.

You can switch units between MRR (e.g., the percentage of starting revenue retained at the end of the month) and accounts (e.g., the 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). Only non-ignored accounts with a non-null MRR at the end of the prior month are factored into this equation.

Trials

Trial Conversion & Revenue

Monthly revenue from converted trials.

Can show a daily, weekly, monthly, or quarterly breakdown of the number of converted trials + MRR from those converted trials in the timeframe.

Trials

Trial Conversion Rate

Monthly trial conversion rates.

Trials

Trial Qualification Rate

Monthly trial qualification rates.

NPS Analytics

Overall NPS

Overall NPS + promoters, passives, & passives over time

NPS Analytics

NPS Per Account

NPS Analytics

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.

1. Simply select data in your widget which will take you to a Table View

2. You can then select what columns you want shown

3. 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).