Why These Reports Matter
Hook surfaces a lot of intelligence about your accounts. The CSMs and teams who get the most from it don't look at everything. They check a small set of reports on a regular rhythm, and act on what those reports show.
This article covers nine of the most useful reports in Hook, the ones our own team uses. Each report has a link that opens it ready to go, so you can start using it straight away and save it as a view.
How to Use This Article
Click a report link below. It opens in Hook with the filters, columns and sort already applied.
Use the Customers dropdown to switch to Mine (your accounts) or Team (your team's accounts).
Click + New view or Save as to keep it, then star it so it sits at the top of your views.
Add or remove columns to suit how your team works.
If a report comes back empty, your organisation may use different signal types, reasons or metrics. Adjust the filter to match your setup.
Signals Table Reports
These reports help you work through risk and opportunity signals across your book of business.
1. Triage Queue
What it shows: Newly detected signals from Echo and automations, newest first.
When to use it: Daily.
What to do: Accept or dismiss every signal until the queue is clear. If you're unsure, accept it. You can always clear it later.
2. Big-Ticket Risk
What it shows: Detected and active churn and downsell risks, highest ARR first.
When to use it: Weekly, and in 1:1s or forecast reviews.
What to do: Make sure every high-ARR risk has a clear owner, a current status update and an agreed next step.
3. Renewal Danger Zone
What it shows: Churn and downsell risks on customers renewing in the next 180 days, soonest renewal first.
When to use it: Weekly.
What to do: Start at the top. These are the accounts where time is shortest, so agree a save plan and loop in your manager early.
4. Stale Signals
What it shows: Active signals that haven't been updated in 14 days or more.
When to use it: Weekly, ideally by end of day Friday.
What to do: Add a status update to record what's happening, or clear the signal if it's resolved. An empty report means your whole team has an accurate picture.
5. Expansion Pipeline
What it shows: Detected and active upsell opportunities, highest ARR first.
When to use it: Weekly or fortnightly, and ahead of pipeline reviews.
What to do: Qualify each opportunity and agree the next commercial step. Look at days to renewal too, as renewal is often the natural moment to expand.
6. Champion Changes
What it shows: Accounts where an influencer has been gained or lost, highest ARR first.
When to use it: Weekly.
What to do: When a champion leaves, find and engage a new one quickly. When a new influencer joins, introduce yourself and show them the value their team already gets.
Customers Table Reports
These reports help you spot accounts that need attention before a signal is raised.
7. Upcoming Renewals by Engagement
What it shows: Active customers renewing in 90 to 180 days, lowest Engagement Level first.
When to use it: Monthly, and when planning the next quarter.
What to do: This is your early-warning window. There's still time to change the outcome, so build a plan for any low-engagement account now rather than in the last 90 days.
8. Low Usage
What it shows: Active customers with fewer than 30 usage days in the last 90, lowest first.
When to use it: Fortnightly or monthly.
What to do: Find out why usage is low. Is it a change in team, priorities or workflow? Agree an adoption plan, or consider adding these accounts to a cadence.
9. No Touch
What it shows: Active customers with no meeting in 60 days or more, highest ARR first.
When to use it: Monthly.
What to do: Book time with anyone near the top. Quiet accounts aren't always healthy accounts.
Suggested Rhythm
Daily: Triage Queue
Weekly: Big-Ticket Risk, Renewal Danger Zone, Stale Signals, Champion Changes, Expansion Pipeline
Monthly: Upcoming Renewals by Engagement, Low Usage, No Touch
Tips for Getting the Most From These Reports
Keep it short and consistent. A few minutes a day beats a big catch-up at the end of the month.
Bring Big-Ticket Risk, Renewal Danger Zone and Expansion Pipeline to your 1:1s, so conversations start from the same data.
Managers can share any of these with the whole team as an Organisation View.
Pin the view you check most so it opens by default.
Frequently Asked Questions
Why does a report show accounts that aren't mine?
The links open across all accounts you can see. Switch the Customers dropdown to Mine or Team, then save the view.
Can I change the columns or filters?
Yes. Treat these as starting points. Edit the filters, columns and sort, then click Save as to keep your version.
How do I share a report with a colleague?
Copy the URL from your browser and send it to them, or create an Organisation View. To share with someone outside Hook, click Export.