Value Realization

track the value each account is getting in real time, without rebuilding roi slides every quarter overview value realization is an automated roi tracking layer built directly on top of customer objectives https //kb custify com/customer objectives it turns the goals you already capture per account into a live, data driven view of how much value each customer is getting — with auto calculated progress, status indicators, trend charts, portfolio level reporting, and customer facing portal blocks you no longer have to rebuild roi slides for every qbr or chase down current numbers from each csm value realization is available everywhere objectives already appear csms see it on the customer 360° profile docid\ vqbxbhv9xk1y2 w1whz50 , cs leaders see it as a portfolio dashboard under insights docid\ l5f889uafdivjfjco9x4k , and customers see their own progress through the customer portal docid 0cvsl hmasy8hbmdd 6ro when you choose to share it the feature builds on three things you already know numeric customer objectives, which now support a new value based completion type alongside the existing attribute based one aggregate progress across all numeric objectives on an account, expressed as a single value delivered % score a new playbook trigger that fires when an account's value delivered % drops below or exceeds a threshold you set the key capabilities are a value card on every account with an aggregate value delivered %, a status label, a sparkline trend, and per objective progress bars showing baseline, current, and target numbers an expandable trend chart showing the value trajectory over 6 months for a single account a portfolio value realization dashboard with kpi summary cards, a status distribution chart, a portfolio trend line, and a searchable accounts table sorted worst first a "your value summary" portal block that lets customers see their own goals and overall value delivered new value delivered % attributes that can be used as playbook triggers to automate at risk and exceeded outreach weekly value snapshots that power every trend chart, taken every sunday at 2 am in the account’s configured timezone setting up value based objectives value realization works automatically on any account with numeric customer objectives docid\ t67hwdevuxm9v5d9ic at there are now two completion types you can use to make an objective numeric attribute based the objective is linked to a company attribute or metric the current value auto syncs from your data — both the completion percentage and the live current number value based (new) you enter the baseline , current , and target numbers manually the system auto calculates completion percentage from those three values, including for decreasing targets like onboarding days to create a value based objective, open any account in the customer 360 profile and go to the objectives tab click new objective , fill in the title and details, and choose value based as the completion type you then fill in the three numbers baseline the starting value when work began used as the lower bound of progress current the most recent value this is the number you (or the data source) will keep updating target the goal value the customer wants to reach each numeric objective also has an optional unit selector that controls how numbers are formatted everywhere they appear percentage (%), dollar ($), days, users, score, or custom use the unit to make sure a goal like "reduce onboarding from 14 to 7 days" displays as "9 days" rather than a raw number custify tip the completion formula handles both increasing and decreasing targets if your baseline is 14, target is 7, and current is 9, completion shows 71% — meaning you have moved 71% of the way from where you started toward where you want to be toggle show in customer portal on any objective if you want it to appear in the "your value summary" portal block objectives without this toggle stay internal observation a value based objective where baseline equals target cannot be saved and will not produce a completion percentage pick a meaningful starting point that is different from the goal you can mix attribute based and value based objectives on the same account both types feed into the same aggregate value delivered % score the value card on customer 360 open any account with at least one numeric objective scroll to the new value realization section in the customer 360 profile, just below the existing objective list the value card is collapsible and shows everything in one block at the top of the card, you see the value delivered % — the aggregate score across all numeric objectives on the account — together with the status indicator (more on the labels below) and a sparkline showing recent trend below that, every numeric objective has its own row with the objective name and assigned owner a horizontal progress bar from baseline to target, with the current value marked the three numbers (baseline, current, target) shown beneath the bar in your selected unit the objective's individual completion percentage custify tip the value card appears on any account with numeric objectives you do not need to enable it manually — once the account has at least one attribute based or value based objective, the section becomes visible the value card score shown on the customer 360 is computed in real time on read — it always reflects the latest objectivestatus values the trend chart and the portfolio level dashboard, by contrast, use the weekly snapshots, so they only update after the sunday run if you have more than five objectives on an account, the card shows the first five and provides an expand link for the rest values that exceed 100% display the actual number while the progress bar caps visually at 100% visually the progress bar caps at 100%, but the underlying aggregate score is intentionally uncapped — a value above 100% is a valid signal that the account has overdelivered on its objectives the portfolio value realization dashboard value realization also has a portfolio level dashboard for cs leaders navigate to insights value realization in the sidebar to open it the dashboard gives you the same view across every account in your book of business the dashboard contains four areas kpi summary cards at the top average value delivered %, plus counts of accounts that are on track, at risk, stalled, exceeded, and all goals met a status distribution chart showing how your portfolio is split across the five status labels a portfolio trend line showing how the average value delivered % across the portfolio has moved over time a searchable, paginated accounts table sorted worst first, with each row showing the account name, status, value delivered %, sparkline, and number of objectives click any kpi card to filter the accounts table to that status use the search box to narrow down by account name export the filtered list to csv when you need to share it outside custify observation in the v1 release, the portfolio table does not yet include a csm owner column or filter, and the dashboard supports filtering by status and search only — not by csm owner or value range the portal block also does not yet show a trend chart these will be addressed in upcoming iterations the "your value summary" customer portal block you can let customers see their own value progress through the customer portal a new portal block called your value summary is available in the portal template editor, alongside existing block types like notes, tasks, and meetings add the block to your portal template and preview it the block shows the customer's overall value delivered %, the same status label, and per goal progress bars — but only for objectives where you toggled show in portal objectives marked internal stay hidden, and the aggregate score the customer sees reflects only the visible objectives to activate the customer facing view, your portal admins need to add the your value summary block to the portal template you use for customers existing portal templates do not include the block automatically — you have to drop it in triggering playbooks on value delivered % value delivered % can be used in playbook triggers, so you can automate outreach the moment an account's value score moves into a critical range a playbook configured to fire when value delivered % drops below 75 will start running on any account whose aggregate score crosses that line you can pair the trigger with the existing playbook actions send the account owner a slack message, create an internal task, send the customer an email, or generate a custifyai summary for review custify tip combine the drops below trigger with a playbook that creates a high priority task for the csm and sends an internal slack notification — so the team can act on a slipping account before the customer notices you can also use the exceeds operator to celebrate wins trigger a playbook when an account crosses 90% to send a thank you note, request a referral, or surface the account as an expansion candidate status logic and edge cases every account with numeric objectives gets one of five status labels the labels are derived from the aggregate value delivered % and the recency of progress, using these rules on track value delivered % is between 50 and 99, with progress recorded in the last 14 days at risk value delivered % is between 25 and 49, or the account has had no progress for 14 to 30 days stalled value delivered % is below 25, or the account has had no progress for 30 days or more exceeded value delivered % is 100 or higher, but at least one objective is still below 100 all goals met every objective on the account is at 100% or higher recency of progress is measured against the weekly snapshots, so an account that gets a single update on a tuesday is considered to have recent activity all the way through the next snapshot \[screenshot status legend showing the five status labels with their thresholds] a few behaviors are worth noting values above 100% display the actual number (for example, 123%), but the progress bar visually caps at 100% to keep the layout consistent an attribute based objective auto syncs both the live current value and the completion percentage you no longer have to refresh anything manually when the underlying attribute changes a value based objective where the baseline equals the current value or the target produces no completion percentage, and custify will block you from saving it pick distinct numbers for baseline, current, and target if an account has only manual (non numeric) objectives, the value card shows a guidance message instead of a score switch the objectives to attribute based or value based to start tracking the trend view is aggregate only in v1 — there is no per objective trend toggle yet observation weekly snapshots run every sunday at 2 am and a monthly cleanup job runs on the 1st of each month at 3 am trend data older than the snapshot retention window will not appear in the chart if you build composite metrics from objective progress, calculated metrics docid\ cuwix91f1eofvinbk3mwn already support rolling up objective values into custom scores — and those scores can feed back into health scores, segments, and additional playbook triggers, so value realization plugs cleanly into the rest of your customer success setup