Overview
Engaging your customers is the name of the game when it comes to customer onboarding. A disengaged client is likely to not see value and a client who doesn't see value is likely to churn. It's important to leverage tools designed to increase customer engagement like PM notes, Customer Tasks, @mention in task and project notes, and invite customers to projects. In this dashboard, you can see how your team and individuals are engaging with your valued customers.
User Access
All internal users can access this report (Admins, Managers, Guides, Task Owners, Contributors).
Understanding the Customer Engagement Dashboard
Projects w/ PM Note
PM Notes should be used to give a personal touch on weekly project status. This is where you can see which projects have a PM note!
Customer Tasks Assigned
100% of your customer tasks should be assigned. If you are seeing a percentage less than 100% then you should immediately filter by unassigned assignee in Global Tasks to identify which tasks need to be assigned.
Customer @ Mentions
Every time you @mention a customer or internal team member it generates an email alert to that recipient. Depending on how many projects you're running it should never be near zero. That's the danger zone.
Average Customers invited per Project
3 is the magic number. Every project should have 3 customers invited to a project. The three can be the executive sponsor, the main point of contact, and maybe the CEO!
Best Practices
Available filters are Template Name, Project Manager Name, and Project Tags. Use a combination of all of the filters to get a solid idea of how your team is engaging with customers!
Since the Customer Tasks Assigned is NOT drill-able we recommend you go to Global Tasks and filter by Unassigned Assignee. This will show you which tasks need to be assigned across all active projects.
The more people you invite the better off your project will be. We always recommend inviting the key stakeholder even if they aren't playing a major role in the implementation/onboarding. Doing this will include them on the weekly status emails so they can keep a pulse on the project!
FAQs
What does the "Customer @ mentions" include, does that roll up @ mentions from both the internal team and the customer?
What does the "Customer @ mentions" include, does that roll up @ mentions from both the internal team and the customer?
Customer @ mentions is looking at the number of notifications that are sent out to customer users that are an @ mention notification type.Yeah so if someone in their internal team @ mentions a single customer that would be 1 mention. If someone in the internal team @ mentions the customer team and there are 3 customers on the project that would be 3 mentions.
Can I export and share this data with non-GUIDEcx users?
Can I export and share this data with non-GUIDEcx users?
Absolutely. Check out these instructions.
Can I drill down into the specifics of each visualization?
Can I drill down into the specifics of each visualization?
Yes you can for most charts and graphs! If your cursor changes to a pointer finger then you can drill down! Simply click into the data you want to explore and it will take you to the information you are looking for.