Receptive reports

Our demand reports allow you to easily identify your highest value requests for any segment of customers, prospects, internal teams, or product area, so you can make data-informed decisions on what to build next. 

For example, do you need to know...

  • The top five priorities for all of your enterprise accounts in North America? 
  • What your Customer Success teams need to keep the most MRR from churning? 
  • Whether you should build that big feature for a prospect? 

Below you'll find details on how our reports work, but if you're looking for advanced resources + best practices, be sure to check these out: 

  • The Receptive Workflow contains a short overview of how we recommend using reports in roadmapping meetings, setting expectations, and setting up your workflow to make the most of your data. 
  • The Receptive Launchpad goes into more detail around the best practices in the article above. 
  • Watch the customer Flight Plan webinar all about Receptive reports + best practices. 

Overview 

Once the Receptive integration is set up and you have users in your account, you'll have data in several predefined reports: 

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The default report is the Customer SmartList. This report shows the items that will deliver the most to your active, paying, customers and it prioritizes your larger accounts. It uses your customer account values, the number of votes, and each user's priorities to sort this list. Churned customers, free triallers, prospects, and internal teams are all excluded from this report. Your larger customer account's requests will be higher up in this list than your smaller account's requests.

If you're not sure where to start, this report, along with the Internal SmartList and Prospect SmartList is where we recommend looking during roadmapping meetings. 

Read more about our roadmapping best practices or why we don't recommend relying on your popular vote reports

The Internal SmartList shows the items that will deliver the most value to your internal teams (sales, success, engineering, etc). It uses the number of votes and user's priorities to sort this list. All customer and prospect demand is excluded from this list. 

Note: you will usually have overlapping items in both your Customer and Internal SmartLists, because both customers and team members will vote on some of the same items. However, the report will only take into account the votes + priorities of the relevant users. For example, customer votes aren't factored into the ranking of your Internal SmartList. In this way, we always keep your internal team data separate from your other reports.

The Prospect SmartList is the same as the Customer SmartList, but it looks at the demand from your prospects, not customers. 

The Effort vs Value report will chart the value vs the development effort of any report you're looking at, to see which items are quick wins, and which should probably be avoided. 

To view any of these reports for a specific segment of users or area of your product, the rest of the predefined report list will help jump start your review.

For example, if you want to know what the priorities of all your active, paying customers are, and treat each account equally (by ignoring account value) then you'll just start at the Customer Priorities report. This excludes the "account value" metric so your large accounts have the same authority as your smaller accounts. 

If you want to see what all of your churned customers have requested, see the Churned Customers report. This shows the requests of all users who haven't used your product in the last 30 days. 

If you have free triallers, and you'd like to see what common requests are across those users, just click your Churned Customer report. 

Advanced

Your predefined reports are just a starting point. You can delve much further into your reports using the Advanced filters to answer all kinds of interesting questions:

  • What do my enterprise/mid-market/SMB accounts want?
  • What trends has our Customer Success team identified?
  • What do our Sales teams in the Southwest USA region need to close more deals?
  • What will make our CAB happy?
  • What quick wins can we build and what would the impact be?

See how below...

Note: To quickly return to any advanced report, just bookmark the URL. 

What do my enterprise/mid-market/SMB accounts want?

Use the predefined reports for high / mid / low value accounts:

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What trends has our CS team identified?

If you're not sure which tags your CS team is using, you'll want to find out! They can be a source of trends, insights, and critical items that you wouldn't know about otherwise.

Here are a few ideas for tags your CS teams can use:

  • Risk:Potential Bug
  • Risk:Customer Value
  • Customer Success:Quick Win?
  • Customer Success:Strategic
  • Project:Enterprise reporting

See more tagging ideas here.

To get this report, just start with the predefined report you need (Customer SmartList to prioritize by customer demand, Internal SmartList to prioritize by internal team demand, etc) then click "Advanced" > "Feature Filters" and select the tags you'd like to look at:

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The great thing about this report is you can look at just the items your CS team have identified as important, but the list will be prioritized by customer (or internal team, or prospect) demand, making it easy to know exactly where to get started: 

 

What do our Sales teams in the Southwest USA region need to close more deals?

For this report, you'll start with your Internal SmartList and use the advanced user filters to filter down to just the Sales team, then by region:

What will make our CAB happy?

Start out with your Customer SmartList and use your advanced user filters to find the requests your CAB most want, in order of priority.

What quick wins can we build and what would the impact be?

For any segment of users or area of your product, simply click "Advanced" > "Effort" to uncover your quick wins:

FAQ

What does the "value" mean, and how is it calculated?

The value is calculated differently across all of your reports based on the metrics that you're looking at. Your SmartLists include:

  • Number of votes by users
  • Priority levels of users
  • Value of the accounts (for prospects + customers)

These metrics are combined to give a "value" that you see in the list.

How do I separate out my team's requests from our customer data?  

It already is! 

While you can combine filters to see a list of requests from customers AND prospects, you are unable to mix the data from customers and internal team members. This is for a number of reasons, but the gist is that in most cases it's best to keep those two data streams separate and analyze each individually.

Additional resources

Sign up for The Receptive Launchpad. It covers key best practices around using your reports in roadmapping meetings, setting expectations, and setting up your workflow to make the most of your reports. 

Watch the webinar "Use Receptive's reports to supercharge your organization in 2018"

 

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