Reporting on Account Signals
Signals in Hook provide additional context about an account's renewal likelihood. This captures information that may not be included in Hook's data-driven Engagement Level. Signals can be added on the account page but also viewed at a team or organisation level using the Customers Table.
Report on signals to understand the proportion of accounts within a book of business with assigned signals, and the action required to mitigate against this signal. Build reports in the Customers Table showing signals associated with each account, when they were last updated and the actions taken.
A report in the Customers Table with Signal assigned and Overall level columns included.
Understand Signals for your Accounts
There are multiple benefits to reporting on signals in Hook:
Stay accountable by viewing signals that have not had recent updates. Share reports in weekly 1:1 discussions with your manager, to highlight signals identified and the actions to take.
Improve ease of cross-account collaboration - viewing accounts in the Customers table with a signal assigned ensures its visibility to other CSMs.
Revenue leaders can also benefit from reporting on signals:
Signals reports are a useful forecasting tool for revenue leaders to understand areas of account risk at an organisational level, especially if signals are configured to override Hook’s Engagement Level.
Signals can be categorised according to signal type and reason. This is helpful for revenue leaders to understand the most common signal reasons and how to mitigate against them.
Top Signal Reports to use in Hook
Examples of useful reports to build in the Signals table:
Building Signals Reports using the Customers Table
Create a Report
Select the pencil icon next to Columns in the Customers table.
Add the signal columns required for the report. The example below uses the Signal assigned and Overall level columns.
If desired, add a filter. Click the pencil icon next to Filters and select the Signal assigned column. Tick the signal type to display in the report - the example below selects accounts flagged as High Risk.
Click Save as to save the report. To download the report as a file, click Export.
Signals can be created in the Customers Table by clicking + New signal in the signal assigned column.
Signal Columns in the Customers Table
The following columns with Signal information can be added to a report in the Customers table:
Signal assigned: The type of signal flagged, e.g. High Risk, Delayed onboarding, Upsell Likely.
Signal competitor: A competitor organisation that is associated with this Signal.
Signal: Date raised: The date the Signal was created.
Signal: Current status: The most recent status update on this Signal.
Signal: Date updated: The date this Signal was last updated.
Signal: Days since updated: The number of days since this Signalwas last updated.
Signal outcome: The outcome of this Signal (if the Signal has been cleared).
Signal reason: The reason the Signal has occurred.
Signal Status: The state of the Signal: either open or closed.
Signal sub-reason: Additional sub-category on the reason for the Signal.
Signal summary: A short explanation as to why the signal is raised, written when the Signal was created.
❓Frequently Asked Questions
How do I share Signal reports with other CSMs?
Reports can be shared by:
Create an Organisation View to share the report with your entire organisation. Note: Only Managers and Technical Admins have access to these settings.
Downloading the report. Click the Export button.
Share the URL. Other CSMs can generate the same report by copying and pasting the URL in their address bar.
Can there be more than one signal for an account in the Customers Table?
There can only be one open Signal (per product) for an account. Each row in the Customers table represents a single account with a single signal.