Reporting: Dashboards for your Customers, Trials, Team, and NPS scores
Vitally's out-of-the-box reporting dashboards provide insight into the KPIs you need to build a growing, successful B2B SaaS company.
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.
- All Reporting graphs in our out-of-the-box Reporting section are now supported as individual dashboard widgets. These individual graphs can be targeted at either Organizations or Accounts (except for NPS, this is only on the Account level).
- The Reporting section is still hardcoded to report on Accounts but you can recreate the Reporting dashboards using a custom dashboard and Organization targeted widgets.
Since these dashboards helps 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:
- 1.Customers (Subscription KPIs)
- 2.Trials
- 3.Team (Statistics around each team member's customer portfolio)
- 4.NPS Analytics (NPS trends)
In each tab, you'll see an overview of KPIs:
Every KPI group can be clicked on, which provides a more detailed graph of the KPIs in the group alongside the ability to change the timeframe displayed:
You can also change the format of the data displayed, toggling between line graphs, bar graphs, or raw data tables:
Some KPI groups even have the ability to toggle the format of the KPIs displayed. For example, the Growth Breakdown graph for your subscriptions allows you to easily view KPIs with units using number of customers, MRR, and MRR percentage (compared to starting MRR in the timeframe).
KPIs for your subscribed Customers:
The Customers tab provides 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.
Provides a daily, weekly, or monthly breakdown of your 1) MRR, 2) Paying customers, and 3) Average MRR per paying customer.
You can click into the KPIs which provides a more detailed graph of the KPIs in the group alongside the ability to change the timeframe displayed:
You can also change the way the data is displayed. At the top right, above Growth, you can easily change view KPIs with units using number of customers, MRR, and MRR percentage (compared to starting MRR in the timeframe).
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.
How we calculate Net Churn: Expansion - (Contraction + Churn)
You can switch units between MRR (e.g. expansion MRR), number of accounts (e.g. number of expanding accounts), or MRR percentage (e.g. percentage of MRR that expanded).
These numbers (new business, expansion, contraction, churn) DO NOT take into consideration accounts that have both paid and churned within the same month.
So for example, New Business is defined as new revenue for new accounts. 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, they will not be included in New Business.
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).
We measure revenue retention as follows: (Starting MRR - Churned MRR) / (Starting MRR).
The Trials tab displays these collections of trial KPIs:
Shows a daily, weekly, or monthly breakdown of the number of converted trials + MRR from those converted trials in the timeframe.
Shows a weekly or monthly breakdown of your trial conversion rate in the timeframe.
Shows 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).
The NPS tab displays these collections of NPS KPIs:
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.
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).
Shows a weekly or monthly breakdown of your NPS responses during each time unit grouped by score.
The Team dashboard showcases metrics for each CSM's or AE's customer portfolio.
In the screenshot above, notice the "CSM" and "AE" buttons in the top right? Using those, we'll calculate a wealth of metrics for accounts where each team member is assigned to that role, including:
- Accounts managed
- Total users at those accounts
- Total revenue across those accounts
- Average health score + a breakdown (e.g. 27 Healthy, 10 Poor)
- Number of account risks + number of assigned risk indicators
- Number of account opportunities + number of assigned opportunities indicators
- Number of assigned (open) tasks
Q: When I click into a widget, how can I save my column customization selection?
A: Currently, if you edit the columns selected and the order it will only be cached and you will be the only one who can see those changes. That view does not save indefinitely.
The columns will arrange as follows when opening an Account view from a Widget:
- last seen timestamp
- mrr
- csm
- health score
- first 5 success metrics
- nps (if it's enabled)
- users count
- next due task
- last outbound message
- last inbound message
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 out 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.