🏠Building a Hub for CSM Productivity
How to structure the home base for your CSMs to maximize impact
About
This use case illustrates an approach to building a Hub for your CSMs. There is no right or wrong way to structure the work your team is doing, but this approach tries to separate the themes of work your team engages in to drive greater efficiency.
Use Case Overview
High-performing CSMs need to look at their book of business across three separate time horizons:
They need to prioritize the present (accomplish today's tasks)
Strategize for the future (identify what will need to happen "tomorrow" to ensure success)
Learn from yesterday (track their past performance).
This can be difficult to visualize and disorienting to sort through what is tactical vs. what is strategic work. To aid in this, we have found our customers have benefited from contextualizing the views their team accesses daily to allow for greater efficiency.
Watch the video below to see the entire build-out:
How To Build it
We will add three main dashboard views to the CSM hub to work from, each serving as a homepage. The three sections are:
🔔 TODAY - Daily tactical work
🦉 UPCOMING - Forward-looking strategic work
📊 PAST - Recap of performance & progress to goals
Below, you will learn more about each main folder and the views underneath.
Dashboard 1: 🔔 Today - Inbox 0
Dashboard Details
It should surface the items that need immediate attention AND action. The expectation is that this dashboard will be empty at the end of the day after the CSM has finished their work. Everything on this dashboard should be addressable within a day. For example, a task to reach out to a customer who has gone dark is reasonable to include because it is timeline, important, and within their control to complete during the day. This should be the most frequent visit in Vitally for a CSM.
Dashboard Contents
Tasks - a table view of all tasks due today (or overdue).
Daily Focus Areas - widgets that should be zeroed out each day. It will be customized based on your organization's unique approach to CS, but if any activity doesn't live as a task that the CSM is expected to execute in a timely manner, it should go here. Some examples:
Outdated Pulse: When CSM Pulse is null, or the last change was >90 days ago
Value Review Due: When the last value review was >4 months ago
Timely Indicators: Any risk or opportunity that can be immediately actioned
Empty Forecast: Customer in forecast window without a forecast set
No Decision Maker Identified: Any account where a key persona is not identified
Pending Conversations - a table view of all conversations being sent out today
Dashboard 2:🦉 Upcoming - Strategic Work
Dashboard Details
This dashboard gives insight into what is coming or strategic initiatives requiring attention. There is a low likelihood the items on this dashboard can be addressed immediately. Rather, the use is to identify what needs attention outside of the most pressing daily task list. We suggest visiting this dashboard daily to determine proactively how to allocate time to accounts.
Dashboard Contents
Future Due Dates - Project due dates to be aware of what is coming soon
Strategic Focus Areas - Items you should work to address that will take time and will not be completed within one day. Some examples:
No Goals Defined: Accounts where their desired outcomes are unknown
Unengaged: Customers that have gone dark
No Champion: Accounts that have a key persona identified but are not yet a champion
Escalations & Renewal Risks - Biggest Risks to be aware of based on forecast sentiment
Requests - Summary of critical product requests or other important custom objects
Forecast - table to conduct forecasting from
Dashboard 3: 📊 Past - Performance
Dashboard Details
This dashboard captures revenue and key KPI performance for your CSMs. It should summarize both leading (activities, for example) and lagging indicators (NRR or Churn) of performance. If certain activities result in less risk or higher attainments of churn, those things should be identified and placed prominently on this dashboard.
Dashboard Contents
Revenue Reporting - NRR over different time horizons, churn outcomes, and renewed revenue
BoB Outcomes - Health trends and progress toward goals
Activity - Meeting & key engagement tracker
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