Dashboard
Basic CSM Practice
Last updated
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Basic CSM Practice
Last updated
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The GoCSM Dashboard is your central hub for tracking customer engagement and business performance. It consolidates all key data into a single view, so you can make informed decisions, monitor trends, identify at-risk users, and track growth with real-time data.
Managing customer relationships requires quick access to the right data. We combined everything into a comprehensive dashboard to provide a clearer, more actionable overview of customer success, risk factors, and growth trends.
The Dashboard is divided into sections, each displaying essential insights. Clicking on any number in most sections will bring up a detailed list of users related to that metric.
Contacts - Total individual users in your system.
Companies - Number of subaccounts under your management.
SaaS - Customers with active SaaS subscriptions.
Churned - Users who have discontinued their subscription.
Regular - Non-SaaS subaccounts.
Premium - Priority accounts you’ve marked for tracking (adjustable in Health Settings).
Feature Usage Percentage – Displays overall product adoption across all active subaccounts.
Churn Percentage – Tracks the percentage of customers who have left over time, helping you measure retention success.
Tracks how often users log in and engage with GoCSM.
Daily Users: Users logging in every day.
Weekly Users: Those logging in at least once a week.
Monthly Users: Users active in the past month.
Inactive Users: Those who haven't logged in for over a month.
Total SaaS Accounts – Tracks your progress toward the SaaSPreneur award.
SaaS Mode – Number of new SaaS subscribers each month.
Understanding customer happiness and engagement is critical:
Happiness Level (Based on NPS Feedback)
Not Happy
Neutral
Happy
Very Happy
Health Status (Determined by customer engagement & activity)
Thriving – Strong engagement
Healthy – Good engagement
Steady – Average engagement
Struggling – Needs attention
Most Used Features – Tracks which GoCSM features are used the most.
Time Spent – Shows usage time for each feature.
Custom Menu Links – Displays time spent on custom links within your platform.
Identifies accounts that may need re-engagement. Clicking on any number shows the list of users in that category.
Inactive Premium Users
Total Inactive Users
Total Unhappy Users
Total Low Points Users
Struggling Companies
Tracks user engagement over different timeframes. Clicking on any number will display the list of users in that category.
Active Users
1 Day Idle
1 Week Inactive
2 Weeks Inactive
3 Weeks Inactive
1 Month Inactive
This section helps you track customer support interactions. Clicking any number will bring up the list of related users or sessions.
Booked Sessions
Canceled Sessions
Completed Sessions
Upcoming Success Sessions
Booked Walkthroughs
Canceled Walkthroughs
Finished Walkthroughs
Upcoming Walkthroughs
When you need a quick overview of customer engagement and product usage.
When identifying at-risk users who need attention.
When reviewing support sessions and customer interactions.
Customer Success Teams – Monitor user engagement and customer health.
Sales & Growth Teams – Identify potential upsell opportunities.
Support Teams – View customer interactions and support session history.
Business Owners & Executives – Get a real-time snapshot of company performance.
