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Health 360 for CSMs

Objective

This article will help you understand how to use Health 360 to understand which account's in your portfolio need attention and why, and how to analyse and act.

Who’s this for?

This article is for CSMs who are in-charge of delivering success to their portfolio. It will also help you in understanding how to leverage Health 360.

Introduction

Every CSM has to manage a portfolio. Health 360 allows you to get a bird’s eye view of all the accounts managed by you based on different criteria that have been pre-configured by your manager or admin.

Leverage Health 360

Get an overview of your portfolio

By clicking on Accounts (third icon from the top), you get a view of all the accounts that your company is currently handling.

To learn more about how health is configured, and it’s different states and components, access Configure Health 360 document.

Filter and Sort to look at the exact segment you want to get an overview of


By choosing the name of the CSM from the top right, you get the view of all the accounts that the respective CSM is managing. You can also filter the accounts based on the segments they belong to by selecting the relevant segment.

The columns in front of each account can be added based on the requirements by pressing the button with 3 horizontal lines (top right). You can view all the columns by scrolling to the left side. Also each column can be sorted by clicking on the arrow icon beside each column.



Understand what’s working and what’s not working so well


To get detailed information on any account, click on that account. Here once you click on different health pillar tabs (product adoption, financial, service, relationship), you will see a detailed view of how that particular account fares in each of the criteria that has been predefined. 

By reviewing critical health metrics at a glance for each pillar, and then digging into other details available for the account, you can understand what’s working and what is not, and act.

For example, if you click on product adoption you can view the modules used, features used in the last 14 days, active users, health in last 60 days etc. Further, you can narrow down product usage of each user to isolate which users to reach out to.



Add high level risk score and human context for later use


If you click on the risk tab, you can define a custom risk score for the account, and add tags indicating common risk or confidence context curated by you or the team for quick at-a-glance view. You can maintain custom notes as well for Risk and Confidence.

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  1. Arnab Nayak

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