Resolve a dashboard definition dispute before an executive review

A disputed dashboard does not become trusted because someone explains the chart again. A customer success manager needs to locate the definition difference and the recent data changes that may explain it. The executive review can wait until the operating teams agree what each measure means.

Ask both teams to bring their calculation, reporting period, and source system. Then ask whether a connector, workforce rule, or data field changed during the period under discussion. The goal is a reconciliation record that makes uncertainty visible and assigns the next check to the right owner.

“Your occupancy number is lower than ours, so we stopped using the dashboard,” says Wei, a workforce leader. Carmen replies, “Could we compare the definitions before we decide which number is wrong?” Wei says the planning system includes shrinkage differently and a connector changed last month. Carmen asks, “Who can verify the connector configuration, and who owns the planning definition?” Wei names analytics and workforce planning. Carmen says, “I suggest a review with both. We can document each calculation, test one shared period, and decide what language belongs in the executive deck.”

Choose two made up metrics and write one sentence defining each. Then roleplay the request for a shared period without defending the product. A useful manager review checks whether the CSM named evidence, owners, and a decision for the next meeting.