Calls_csm

The Calls_csm tab is used to register key information from calls handled by the Customer Success Manager (CSM). This section is crucial for tracking the quality of support calls, monitoring client progress, and assessing the potential for upsells or long-term retention.

To make it more straightforward, you will find an image showing how the Calls_csm dashboard looks in its complete form:

If in doubt, remember that every term has a detailed definition and can be found in the Glossary of Variables.

Glossary of Variables

The system automatically fills the columns highlighted in gray; no action is required. These are populated with information from the CRM.

The ones in blue (highlighted in the picture) can be modified. They must be correctly completed by each sales rep, depending on the outcome of the call, to ensure accurate and appropriate reporting.

These include: Type, Reminder, Status, Success?, Grade, Recording, and optionally, Notes.

These fields capture the most relevant aspects of the meeting, including the type of session, whether a reminder was sent, the actual outcome of the meeting, whether the objective was achieved, and a score from 1 to 10 reflecting the overall effectiveness of the call.

Each row represents a call (of any type) of a client with the CSM, and the data must be filled in clearly and consistently.

The correct completion of this tab is key for generating reliable analytics on client experience, identifying opportunities for upsells, and making informed decisions on how each customer is progressing. Maintaining clean and complete records here helps the team understand where each client stands and how effective the CSM interactions have been.

The system has been designed to facilitate easy and accurate completion of all tasks. If any required field is left blank or if the entered information doesn’t make sense, the system will automatically detect the issue and flag it in the "NOT_filled" column. When the entry is complete and correct, this column will show “Good”. If something is missing or inconsistent, it will display an “Error” message, indicating that an item needs to be reviewed or corrected.

To help you fully understand how it works, let’s look at two examples—one correctly filled and one with errors.

Here is a visual example of how a row should be filled out correctly to ensure all data is processed without issues:
If any key data is missing or wrong, the system will turn the missing cells red like this:

El sistema completa automáticamente las columnas resaltadas en gris; no se requiere ninguna acción. Estas se llenan con información proveniente del CRM.

Las que aparecen en azul (resaltadas en la imagen) sí pueden modificarse. Deben ser completadas correctamente por cada representante, según el resultado de la llamada, para asegurar un reporte preciso y adecuado.

Estas incluyen: Type, Reminder, Status, Success?, Grade, Recording, and optionally, Notes.

Estos campos recogen los aspectos más relevantes de la reunión, incluyendo el tipo de sesión, si se envió un recordatorio, el resultado real de la llamada, si se logró el objetivo y una calificación del 1 al 10 que refleje la efectividad general de la conversación.

Cada fila representa una llamada (de cualquier tipo) de un cliente con el CSM, y los datos deben completarse de forma clara y coherente.

El correcto llenado de esta pestaña es clave para generar análisis confiables sobre la experiencia del cliente, identificar oportunidades de upsells y tomar decisiones informadas sobre el progreso de cada cliente. Mantener un registro limpio y completo aquí ayuda al equipo a entender en qué punto se encuentra cada cliente y cuán efectivas han sido las interacciones del CSM.

El sistema ha sido diseñado para facilitar la realización de todas las tareas de forma sencilla y precisa. Si algún campo obligatorio queda en blanco o la información ingresada no tiene sentido, el sistema detectará automáticamente el problema y lo marcará en la columna “NOT_filled”. Cuando la entrada esté completa y correcta, esta columna mostrará “Good”. Si falta algo o hay inconsistencias, mostrará “Error”, indicando que se debe revisar o corregir algún elemento.

Para que comprendas completamente cómo funciona, veamos dos ejemplos: uno correctamente completado y otro con errores.

Aquí tienes un ejemplo visual de cómo debe completarse una fila correctamente para asegurar que todos los datos se procesen sin problemas:
Si falta algún dato clave o es incorrecto, el sistema resaltará las celdas faltantes en rojo, así:

You already know that the system highlights any mistakes made, but what exactly qualifies as a mistake?

Let’s explore some specific cases with visual examples to clarify this.

The call cannot be marked as a success if it was canceled, and it also shouldn’t have a grade.
This generates an error because key data is missing—it must be completed to avoid triggering the red highlight.
This is an error because if the call is marked as pending, you cannot assign a grade to it or mark it as a success.

As a bonus, let’s fill out a call from scratch completely!

Thanks for reading!

Calls_csm Walkthrough

Understanding Calls_csm

How it works

To help you fully understand how it works, let’s look at two examples—one correctly filled and one with errors.

Identifying Errors in Data Entries