From: Energizing collaborative industry-academia learning: a present case and future visions
CS/CX management dashboard | ||
---|---|---|
Status | Done | |
Attachments | <Illustrative handout> (pdf) <Research paper conference presentation> (pdf) | |
Links | Relates | |
relates to | N4S continuous X capability development | |
relates to | Framework for UX KPI dashboard | |
Purpose | Structure, analysis, and design of a B2B company CS/CX management system | |
Benefits | Realizing systemic predictive B2B customer experience and satisfaction management: Customer satisfaction (CS) is continuously important in modern industrial business environments. However, it is inherently affective even in B2B contexts and thus not directly controllable. Satisfaction impacting customer experiences (CX), respectively, can be managed by the supplier company. The goals have to be made transparent to the entire organization for producing the experiences with their current status and projected progress. A transparent measurement system is thus needed. | |
Experiences and examples / cases | <Poster> (pdf) | |
Primary focus area | Data collection, real-time feedback from real customers Data analysis, visualization and interpretation | |
Additional information | <Related program internal working items> | |
Primary organization | University of Helsinki | |
COP | Deep customer insight | |
Context | Explore, exploit | |
Maturity of the organization | Practitioner, elite |