Customer Success & Support
Customer Success & Support
Retain revenue and reduce churn.
Example Customer Success & Support Dashboard
Example Customer Success & Support Dashboard
Customer Success & Support Dashbaords
Customer Success & Support Dashbaords
Customer success and support dashboards exist to answer one core question:
Are customers getting value fast enough — and are we preventing churn before it happens?
To do that well, dashboards typically blend operational, behavioral, and financial data from multiple systems.
Customer success and support dashboards exist to answer one core question:
Are customers getting value fast enough — and are we preventing churn before it happens?
To do that well, dashboards typically blend operational, behavioral, and financial data from multiple systems.
Customer Support Data Sources
Customer Support Data Sources
These systems capture reactive interactions — when customers need help.
These systems capture reactive interactions — when customers need help.
Support & Ticketing Platforms
Support & Ticketing Platforms
Examples: Zendesk, Intercom, Freshdesk, Help Scout, Jira Service Management
Examples: Zendesk, Intercom, Freshdesk, Help Scout, Jira Service Management
Key Data Points:
Ticket volume (by day, product, customer tier)
First response time (FRT)
Resolution time (TTR)
SLA compliance
Reopen rate
Ticket backlog & aging
Support channel (email, chat, phone)
Key Data Points:
Ticket volume (by day, product, customer tier)
First response time (FRT)
Resolution time (TTR)
SLA compliance
Reopen rate
Ticket backlog & aging
Support channel (email, chat, phone)
Dashboard Use Cases:
Support workload & staffing
Bottleneck identification
SLA risk alerts
Quality of service monitoring
Dashboard Use Cases:
Support workload & staffing
Bottleneck identification
SLA risk alerts
Quality of service monitoring
Chat & Messaging Tools
Chat & Messaging Tools
Examples: Intercom, Drift, LiveChat
Examples: Intercom, Drift, LiveChat
Key Data Points:
Chat response latency
Conversation duration
Bot vs human resolution
Escalation rates
Key Data Points:
Chat response latency
Conversation duration
Bot vs human resolution
Escalation rates
Dashboard Use Cases:
Real-time support monitoring
Chat efficiency
Automation effectiveness
Dashboard Use Cases:
Real-time support monitoring
Chat efficiency
Automation effectiveness
Customer Success (Proactive) Data Sources
Customer Success (Proactive) Data Sources
These systems track customer health, adoption, and retention.
These systems track customer health, adoption, and retention.
Product Usage & Event Analytics
Product Usage & Event Analytics
Examples: Segment, Amplitude, Mixpanel, PostHog, Heap
Examples: Segment, Amplitude, Mixpanel, PostHog, Heap
Key Data Points:
Feature adoption
Login frequency
Time-to-first-value (TTFV)
Core action completion
Usage drop-offs
Key Data Points:
Feature adoption
Login frequency
Time-to-first-value (TTFV)
Core action completion
Usage drop-offs
Dashboard Use Cases:
Customer health scoring
Early churn detection
Feature engagement analysis
Onboarding effectiveness
Dashboard Use Cases:
Customer health scoring
Early churn detection
Feature engagement analysis
Onboarding effectiveness
Customer Success Platforms (CSPs)
Customer Success Platforms (CSPs)
Examples: Gainsight, Totango, Vitally, Catalyst
Examples: Gainsight, Totango, Vitally, Catalyst
Key Data Points:
Health scores
Lifecycle stage
Renewal dates
CSM touchpoints
Success plans
Key Data Points:
Health scores
Lifecycle stage
Renewal dates
CSM touchpoints
Success plans
Dashboard Use Cases:
Account risk management
Renewal forecasting
CSM performance tracking
Proactive outreach prioritization
Dashboard Use Cases:
Account risk management
Renewal forecasting
CSM performance tracking
Proactive outreach prioritization
Customer Feedback & Sentiment Sources
Customer Feedback & Sentiment Sources
These systems capture how customers feel, not just what they do.
These systems capture how customers feel, not just what they do.
Surveys & Feedback Tools
Surveys & Feedback Tools
Examples: Delighted, Qualtrics, Typeform, SurveyMonkey
Examples: Delighted, Qualtrics, Typeform, SurveyMonkey
Key Data Points:
CSAT
NPS
CES
Qualitative feedback (text responses)
Key Data Points:
CSAT
NPS
CES
Qualitative feedback (text responses)
Dashboard Use Cases:
Satisfaction trends
Post-interaction quality
Correlation between sentiment and churn
Dashboard Use Cases:
Satisfaction trends
Post-interaction quality
Correlation between sentiment and churn
Sentiment & Text Analysis
Sentiment & Text Analysis
Examples: Gainsight, Totango, Vitally, Catalyst
Examples: Gainsight, Totango, Vitally, Catalyst
Sources:
Support ticket text
Chat transcripts
Call transcripts (via tools like Gong, Chorus, Zoom)
Sources:
Support ticket text
Chat transcripts
Call transcripts (via tools like Gong, Chorus, Zoom)
Key Data Points:
Sentiment score
Topic clustering
Repeated pain points
Escalation language
Key Data Points:
Sentiment score
Topic clustering
Repeated pain points
Escalation language
Dashboard Use Cases:
Root cause analysis
Product feedback loops
Support quality insights
Dashboard Use Cases:
Root cause analysis
Product feedback loops
Support quality insights
Revenue, Billing & CRM Data Sources
Revenue, Billing & CRM Data Sources
These provide business impact context.
These provide business impact context.
CRM Systems
CRM Systems
Examples: Salesforce, HubSpot, Pipedrive
Examples: Salesforce, HubSpot, Pipedrive
Key Data Points:
Account tier
Contract value (ARR/MRR)
Renewal dates
Expansion opportunities
Account ownership
Key Data Points:
Account tier
Contract value (ARR/MRR)
Renewal dates
Expansion opportunities
Account ownership
Dashboard Use Cases:
Support load by revenue tier
High-value account risk alerts
CS effort vs revenue impact
Dashboard Use Cases:
Support load by revenue tier
High-value account risk alerts
CS effort vs revenue impact
Billing & Subscription Systems
Billing & Subscription Systems
Examples: Stripe, Chargebee, Recurly
Examples: Stripe, Chargebee, Recurly
Key Data Points:
Subscription status
Payment failures
Plan changes
Churn events
Key Data Points:
Subscription status
Payment failures
Plan changes
Churn events
Dashboard Use Cases:
Revenue-weighted health scores
Churn root cause analysis
Support → revenue linkage
Dashboard Use Cases:
Revenue-weighted health scores
Churn root cause analysis
Support → revenue linkage
Internal Operations & Workforce Data
Internal Operations & Workforce Data
These systems help explain capacity and performance constraints.
These systems help explain capacity and performance constraints.
Workforce & Scheduling
Workforce & Scheduling
Examples: Zendesk Workforce, Assembled, internal HR systems
Examples: Zendesk Workforce, Assembled, internal HR systems
Key Data Points:
Agent availability
Case load per agent
Shift coverage
Burnout indicators
Key Data Points:
Agent availability
Case load per agent
Shift coverage
Burnout indicators
Dashboard Use Cases:
Staffing optimization
Support cost analysis
Capacity planning
Dashboard Use Cases:
Staffing optimization
Support cost analysis
Capacity planning
How These Come Together
How These Come Together
Support tools
Product analytics
Customer success platforms
CRM & billing
Central warehouse (Snowflake / BigQuery / Redshift)
Transformation layer (dbt / SQL models)
Customer Success & Support dashboards
This enables:
Unified customer views
Consistent definitions of “health”
Reliable executive reporting
Executive-Level Questions These Dashboards Answer
Executive-Level Questions These Dashboards Answer
Which customers are at risk before they churn?
Are support delays correlated with revenue loss?
Which features drive retention?
Where should CSMs focus this week?
Is support scaling efficiently with growth?
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