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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 (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 not supported
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, task, 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 | How to Video |
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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'll go over adding a dashboard into a Hub
If a dashboard if added 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 filter to be permanent they MUST be added to individual widget (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 result afte some time.
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 |
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Please note that if you want filter to be permanent they MUST be added to individual widget. Using the global filters on the top right of the Dashboard will not permanently add filters. These are locally cached and will result afte some time.
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.
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.
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
- 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.
NRR per CSM
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: CSM
Then, configure your Widget like the below, specifying the timeframe to calculate against:
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.
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's insights into NPS trends as well as a Team dashboard showcasing the health of each CSM's or AE's customer portfolio.
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:
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.
Provides a daily, weekly, or monthly breakdown of your 1) MRR, 2) Paying customers, and 3) Average MRR per paying customer.
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.
Shows a weekly or monthly breakdown of your 1) New business, 2) Expansions, 3) Contractions, 4) Churn, 5) Net New business and 6) Net Churn.
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)
Customer
Health Breakdown
Historical customer or revenue health.
Provides a daily, weekly, or monthly breakdown of (1) Health (2) Concerning and (3) Poor customers.
Customer
Logo/Revenue Retention
Monthly logo or 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).
Trials
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.
Trials
Trial Conversion Rate
Monthly trial conversion rates.
Can show a daily, weekly, or monthly breakdown of the number of converted trials + MRR from those converted trials in the timeframe.
Trials
Trial Qualification Rate
Monthly trial qualification rates.
Can show a weekly or monthly breakdown of your new trials along with your qualification rate (i.e. the percentage of new trials in the timeframe that are in your target market).
NPS Analytics
Overall NPS
Overall NPS + promoters, passives, & passives over time
Shows a daily, weekly, or monthly breakdown of your overall NPS score + the number of promoters, passives, and detractors you had at each time unit.
NPS Analytics
NPS Per Account
Historical NPS scores per Account
Shows a daily, weekly, or monthly breakdown of your average NPS score per account + the number of accounts where your NPS score was World Class (> 70), Excellent (between 50 & 70), Good (between 0 and 50), and Poor (less than 0).
NPS Analytics
NPS Responses
Individual NPS scores over time
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
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.
Edit Dashboard Details: By selecting the meatball menu (
) on the top right and then selecting Edit dashboard details you're able to (1) change the emoji displayed for your dashboard (2) change the name of your dashboard (3) Publish dashboard in the dashboard library.
Cloning a Dashboard: By selecting the meatball menu () on the top right and then selecting Clone dashboard you're able to create a duplicate of your dashboard and add it to another Hub.
Removing Dashboard from a Hub: By selecting the meatball menu () on the top right and then selecting Remove from {your hub} you will be able to confirm if you want to remove the dashboard.
Deleting a Dashboard: By selecting the meatball menu () on the top right and then selecting Delete Dashboard, you can confirm if you want to delete the dashboard.
Editing a Widget: By selecting the meatball menu () on the top right of the widget and then selecting Edit
Cloning a Widget: By selecting the meatball menu () on the top right of the widget and then selecting Clone
Deleting a Widget: By selecting the meatball menu () on the top right of the widget and then selecting Delete
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 from the same user. The NPS analytics page would have less responses logged as this doesn't account for multiple NPS responses.
Q: NPS Analytic Trend Report - since this data is cumulative, why is there a drop from one month to the next
A: When a user churns, its NPS is subtracted and no longer included in reporting. If you've changed your user churn rules and/or have had a spike in users churn, that would explain the sudden drop.
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: I can't see User data when creating a Dashboard?
A: Dashboards are only supported on the Account level at this time
Q: Why are filters not sticking in my Dashboard?
A: If you are using what we call global filters on the top right of your dashboard, these are temporary filters to filter down a dashboard quickly but are not permanent. If you want the filters to stick please add them to each widget you want to apply those filters to.
