The Account Manager Dashboard gives you amazing customer insights that help increase customer retention, happiness and upsell. Plus, it'll help you identify churning customers that need to be reactivated - before you lose them for good!
Before we look at the Dashboard in more detail, it's worth noting that all our Dashboards can be refreshed by simply pressing the refresh button in the top right-hand corner. The timestamp to the left of this button will indicate exactly when the Dashboard was last refreshed.
Bear in mind the size of your screen/monitor too, as well as the zoom level you have set on your browser, as both will affect how much data you see in each tile on the Dashboard. For instance, if your browser's zoom level is set to 50% (instead of the default 100%), each tile on your Dashboard will be populated with more data, as there's more space available on your screen. As you can see below, the left screenshot shows the Customer Trend tile with the browser's zoom level set at 100%, and on the right it's set at 80%.
To amend this, adjust your zoom level in your browser to your liking.
On many of the tiles in the Dashboard and across the CRM, you'll see an Avatar displayed in a circle. CRM users can choose to upload a profile picture in their own CRM settings (found in the very top right-hand corner of the CRM) to make it even easier to identify what things they're working on. Without a profile picture set up, a user's initials will be displayed in the circle instead.
Filtering the Dashboard by User
Depending on the Dashboard configuration and user permissions, a user may find their Dashboard is already filtered to just their accounts, or they may be able to select other users or "Everyone" via the drop down in the top right hand corner.
And, importantly, when filtering the Account Manager Dashboard in this way (by user) the Dashboard displays data based on who the Account Manager is, irrelevant of the Sales Person involved (by contrast, the Sales Rep Dashboard filters Opportunities by Sales Person, irrelevant of who the Account Manager is).
Please also note: if you filter the Dashboard by a specific Account Manager rather than selecting "Everyone", the 'See More' links on each tile in the Dashboard will take this into account when displaying the Report results. For example, if I've chosen a specific Account Manager in this drop-down, then go to the 12 Month Orders tile, the 'See More' link will show me all orders in the last 12 months that were closed by that Account Manager only.
So, what data is shown on each tile?
Let's break down each tile in the Dashboard to show you what each means, how the data is calculated, as well as give you some tips along the way on how to use these insights to your advantage!
The Orders tile enables you to see the total value in orders taken (not deliveries, or invoices, or turnover...just the raw order value) so far this month compared to the previous month. The colour coded interactive pie chart will also show you this comparison as a percentage.
The 'See More' link on this tile takes you to the Orders Report, with a line by line list of exactly which orders were placed this month (or more accurately, those that are dated this month) by customer, along with the Base Net Value of each order (this is the value of the order excluding tax and converted to your base, or home currency). The Base Net Value of all the orders in the Report is then totalled and averaged automatically.
12 Month Orders
This interactive bar chart shows you the value of all orders you've received within the last 12 months. By hovering your mouse over the chart, two dotted lines (one vertical, one horizontal) will intersect to give you a more precise reading of the value of orders, month by month.
To analyse a specific area of the chart in even more detail, simply click on the chart, drag your mouse to the right, and release the click when happy with your selection.
The 'See More' link on this tile will take you to a Report which can be filtered to show details of a particular month.
The Close Rate tile gives you a snapshot of the Opportunities that were closed this month, last month and in the last 90 days.
The data that makes up the interactive pie chart is an aggregated count of Opportunities by "outcome", which is then categorised into positive (green), negative (red) and neutral (grey), making it quicker and easier to identify performance. The outcome (positive, negative, neutral) can be set against any Opportunity Status that represents the end of your sales process.
The 'See More' link on this tile will take you to a Report of all the Opportunities that are filtered by the date range specified using the tabs under the pie chart. For example, if you have the 'Last Month' tab selected, the Report will show only Opportunities which were closed last month.
On this tile, the Avatar in the circle on the left-hand side will show the Sales Person associated with each Opportunity.
RFM (or Recency, Frequency and Monetary Value), is an industry standard segmentation technique that's invaluable for growing Wholesale, Distributor & Manufacturing businesses, and it's now in Prospect - fully automated, calculated for you and updated daily based on each customer's ordering pattern!
The RFM Segments in the grid are:
- Loyal Customer
- Potential Loyalist
- New Customer
- Needs Attention
- About to Sleep
- At Risk
- Don't Lose Them
To see which customers are categorised into which RFM segment, simply click on each of the coloured segments in the grid.
Displayed in the top right-hand corner of the tile will be a count of all your customers, and by clicking on this you'll be taken to the full Report.
High RFM scores identify your most promising customers, enabling your team to build on experiences that keep them engaged - so use these segmented lists to your advantage. For example, promote new products to Champion customers, as it's statistically proven that they'll be more receptive than others, and are also a good segment to approach for a case study, review, or for feedback on a new line of products.
Want to learn more about RFM? Check out our dedicated RFM help article here!
In the Problems tile, you can choose to see a list of 'All' Problems, or just those that have an 'Open' or 'Closed' status by using the tabs along the top. For example, by selecting the 'Open' tab, you'll be able to see a list of all customer issues/queries which are still in hand and being worked on. No matter which tab you choose, Problems that have been updated most recently will appear at the top of the list.
The 'See More' link will take you to a Problems Report and will be filtered based on the status selected using the tabs. For example, if you choose to see just 'Closed' Problems, the 'See More' link will show you a Report of Problems which are in a closed status e.g. 'Complete' or 'Dead'.
On this tile, the Avatars on the left-hand side will show the CRM user who last updated the Problem.
Choose the 'Open' tab and click the 'See More' link to learn which types of issues are most common. For example, if lots of issues are marked as 'Delivery' in the Type column, because the delivery was late, items were damaged on delivery etc., you may consider investigating the choice of courier before more similar issues arise.
Discover which customers you've not engaged with lately using the Engagement tile. Here, you'll find a list of customers where the last active engagement recorded is more than 30 days ago. At the top of the list, you'll see those who those customers who you've spoken to more recently.
So, what is an "Active Engagement"? When adding a note to a Contact, an Opportunity, a Problem or a Quote, you can choose the type of note you're adding. These types represent different types of engagement, such as "Called", "Had a meeting" or just "Left a message". We've created sensible defaults for these, but if you create your own, or don't like our defaults, you can decide in the configuration list which of these types of activity will count as an "Active Engagement". e.g. typically, "Left a voicemail" wouldn't count, but an "Onsite meeting" definitely would.
On this tile, the Avatars on the left-hand side are the Account Managers who are responsible for each customer. Next to the Avatar, you'll notice a square with the RFM categorisation for each customer. For example, 'P' = 'Promising' taken directly from the RFM Analysis grid.
The 'See More' link will take you to a Report of all customers with no active engagement in the last 30 days.
Your teams could filter this Report by 'Loyal Customers' to identify customers who buy regularly but haven't been engaged with recently, as theses are prime candidates to be moved up the chain with an upsell campaign and an incentive offer.
Alerts from the Prospect AI Growth Engine
The Prospect AI Growth Engine (or P.A.I.G.E.) pro-actively identifies customers you're at risk of losing - even before you've lost them. The Alerts tile tells you how many orders you're missing, based on what you'd normally expect to see from these customers. Behind the scenes, P.A.I.G.E. calculates customer sales history and buying patterns to generate expected order dates and expected values for each order.
On this tile, the Avatars on the left-hand side are the Account Managers associated with each customer.
The 'See More' link on this tile will take you to a Report of all customers who should have ordered by now.
Act on your predicted churn by entering these customers into a reactivation campaign.
Establish whether your customers are spending more with you ('Growing'), spending less ('Declining') or spending roughly the same ('Static') using the Customer Trend tile. The data in this tile is calculated by showing each customer's sales transactions, on a rolling year on year basis. i.e. the turnover for the last 12 months vs the previous 12 months.
The colour coded interactive pie chart displays the total number of customers, indicating in green those that are Growing, in red those that are Declining, and in grey those that are Static.
On this tile, the Avatars on the left-hand side are the Account Managers associated with each customer. Again, next to the Avatar you'll see the RFM categorisation for each customer e.g. 'DLT' = 'Don't Lose Them'.
The 'See More' link will take you to a Report of sales transactions, year on year, which is filtered by 'Growing', 'Static', 'Declining' or 'All' depending on which tab is selected.