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What Dashboards Should Executives See for CS & Expansion?

Give leaders signal-to-board visibility: one set of truth across retention, health, and expansion so they can fund the plays that maximize NRR.

Benchmark CS & Expansion Maturity

Executives need three layers of CS & expansion dashboards: (1) a Portfolio View for GRR/NRR, churn/expansion drivers, and forecast risk; (2) an Operations View for health, adoption, time-to-value, and play performance; and (3) a Cohort View for segment/product economics and payback. All tiles should roll up to one governed glossary and reconcile to finance.

Essential Tiles for Executive CS & Expansion Dashboards

GRR & NRR — Trend and plan variance with drivers (contraction, churn, upsell, cross-sell, price).
Churn Diagnostics — Logo & revenue churn by reason, segment, product, and tenure with win-back pipeline.
Expansion Engine — Attach rate, products-per-account, expansion CAC payback, and play-level ROMI/win rate.
Customer Health — Weighted health score (adoption, outcomes, support, executive engagement) with risk bands and SLA breach count.
Time-to-Value — Onboarding velocity, activation milestones, and first-value time correlated to renewal/NRR lift.
Cohort Economics — NRR by cohort (signup quarter), industry, and product depth; LTV/CAC and margin trend.

A Dashboard Blueprint for the C-Suite

Design for decision speed: align to the board’s questions, reconcile to finance, and drill from outcomes → drivers → plays.

Align → Define → Connect → Build → Validate → Operate → Improve

  • Align decisions: Budget, hiring, product bets, and play funding—tie every tile to an executive decision.
  • Define glossary: Standardize GRR/NRR, churn types, expansion taxonomy, health model, and “activated” definitions.
  • Connect data: CRM, CS platform, product analytics, billing, support, and finance—use account/product hierarchies.
  • Build tiles: Portfolio/Operations/Cohort pages; add drill-through to playbooks and accounts.
  • Validate: Reconcile ARR and cash; backtest cohorts and confirm attribution vs. holdouts.
  • Operate: Weekly ops review, monthly revenue council, quarterly board pack—same numbers, different depth.
  • Improve: Add experiments (pricing/bundles), refine health weights, and rotate “spotlight” plays per results.

Executive Dashboard Maturity Matrix

View From (Ad Hoc) To (Operationalized) Primary Owner Exec KPI
Portfolio Static NRR snapshot Live GRR/NRR with drivers & forecast risk Finance/RevOps NRR, GRR, Plan Variance
Operations Tickets & tasks Health bands, TTV, play adoption & ROMI CS Ops/Prod Analytics At-Risk ARR, Activation %, ROMI
Cohorts Aggregate churn NRR by cohort/segment/product depth Analytics Net Expansion Rate, LTV/CAC
Plays & Pipeline Unattributed wins Play-level win rate and cash impact Marketing/Enablement Expansion Margin, Payback
Experience NPS only NPS/CSAT + outcome adoption + effort CX/CS Renewal Intent, Advocacy Rate
Risk Early Warning Past-due alerts Leading risk index (usage, support, exec engagement) CS Ops Predicted Churn ARR

Client Snapshot: Board-Ready CS & Expansion Reporting

By unifying portfolio, operations, and cohort views, leadership focused funding on plays with the highest NRR impact—and simplified board communication. Explore operational rigor in practice: Transforming Lead Management: How Comcast Business Optimized Marketing Automation and Drove $1B in Revenue.

Use the Revenue Marketing Dashboard guide to pick the right tiles and wire them to one glossary. Benchmark your maturity with the Revenue Marketing Index.

Executive Dashboard FAQ (CS & Expansion)

Which metrics belong on the CEO’s first screen?
GRR, NRR (with driver waterfall), At-Risk ARR, Expansion ARR, and Plan Variance—each with one-click drill to reasons and plays.
How do we keep CS dashboards consistent with Finance?
Reconcile ARR and cash to the ledger monthly, lock a governed glossary, and separate price uplift from true expansion to avoid masking adoption.
What turns “health” from noise into signal?
Weighted health models that combine outcome adoption, product usage, support quality, renewal intent, and exec engagement—with thresholds that trigger plays and SLAs.
How should expansion be attributed?
Tag the triggering play on the opportunity, capture assisted touches, and validate impact with holdout cohorts. Report ROMI and win rate by play and segment.
What cadence should executives use?
Weekly ops review (risk & activation), monthly revenue council (NRR drivers & play funding), quarterly board pack (cohorts & strategy). Same numbers—increasing depth.

Build a Board-Ready CS & Expansion Dashboard

Select the right metrics, wire data sources, and publish one truth for leadership decisions.

See What Metrics Belong on Your Dashboard Get the Revenue Marketing Kit
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