CSM Engagement & Activity
Project information
- Name: CSM Engagement & Activity
- Category: Salesforce
- Tool: Salesforce Dashboard
- Company: Otter
- Project date: June 2023
Project details
The Engagement and Activity Dashboard is a dynamic Salesforce tool designed for Customer Success Managers (CSMs) to monitor and enhance customer interactions. It displays real-time metrics on phone and email communications, providing a clear picture of engagement levels and CSM activity.
The dashboard empowers CSMs to stay aligned with their activity benchmarks, ensuring consistent and effective customer communication crucial for sustaining strong customer relationships and driving success outcomes.
Key Features Include:
- Immediate access to daily, weekly, monthly, and quarterly call volumes and talk times, enabling CSMs to track and optimize their customer engagement efforts.
- Comparative analysis of current period activities against past data and predefined goals, supporting target-driven performance management.
- Trends in monthly call and email volumes, offering insights into communication patterns and helping to forecast future engagement needs.