Skip to main content

Table 3 Gold Nugget example

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