Customer & Partner Experience Command Centre

Overview

Total Customers
Total Partners
NPS
CSAT
Partner Satisfaction Score
Customer Engagement Rate
Partner Engagement Rate

Customer Experience Metrics

  • Measures customer loyalty by asking how likely customers are to recommend the company to others.
  • Indicates overall customer satisfaction and the likelihood of positive word-of-mouth.
  • Assesses customer satisfaction with a specific interaction or overall experience.
  • Typically measured through post-interaction surveys.
  • Evaluates how easy it is for customers to complete a desired action, such as resolving an issue or making a purchase.
  • Lower effort scores indicate a smoother customer experience.
  • Tracks the percentage of customers who continue to do business with the company over a specific period.
  • High retention rates indicate successful customer experience strategies.
  •  
  • Estimates the total revenue a business can expect from a single customer account over the duration of their relationship.
  • Higher CLV suggests strong customer loyalty and effective upselling/cross-selling strategies.
  • Measures the percentage of customer inquiries or issues resolved on the first contact.
  • High FCR indicates efficient and effective customer service.
  • Tracks the average time taken to resolve customer issues or inquiries.
  • Shorter resolution times typically lead to higher customer satisfaction.
  • The percentage of customers who stop using the company’s products or services over a specific period.
  • A lower churn rate indicates better customer retention and satisfaction.
  • Includes metrics such as website visits, time spent on site, click-through rates, and social media interactions.
  • Higher engagement levels suggest a more compelling and effective customer experience.

Partner Experience Metrics

  • Measures overall satisfaction levels of partners through surveys and feedback mechanisms.
  • High satisfaction scores indicate strong partner relationships.
  • Tracks the percentage of partners who continue their relationship with the company over a specific period.
  • High retention rates suggest effective partner management and satisfaction.
  • Includes sales performance, revenue contribution, and growth rates of partners.
  • Higher performance metrics indicate productive and successful partnerships.
  • Measures the time taken to onboard new partners and get them fully operational.
  • Shorter onboarding times reflect efficient processes and effective support.
  • Tracks engagement through participation in training programs, use of partner portals, and attendance at events.
  • Higher engagement indicates active and committed partners.
  • Measures the revenue generated through partner channels as a percentage of total revenue.
  • Increasing revenue from partner channels suggests successful partner strategies.
  • Tracks the number and value of deals registered by partners and the progress of these deals through the pipeline.
  • Strong pipeline metrics indicate effective partner sales enablement.
  • Measures the percentage of partners completing training and certification programs.
  • High completion rates indicate partners are well-prepared and knowledgeable.
  • Similar to customer NPS, but focused on partners, assessing their likelihood to recommend the partnership.
  • Positive NPS from partners indicates strong relationship satisfaction.

Real-Time Alerts and Notifications

Critical Incidents
High Priority Issues
New Feedback Entries
Incident Resolution Status
Issue Resolution Status
Negative Sentiment Alerts

Sentiment Analysis

Customer Sentiment

Positive %
Neutral %
Negative %
Trend Graph

Partner Sentiment

Positive %
Neutral %
Negative %
Trend Graph

Workflow and Automation Status

Running Workflows
Completed Workflows
Pending Workflows

Task Management

Pending Tasks
Completed Tasks
Overdue Tasks

Executive Summary Dashboard

Purpose: Provide an at-a-glance view of overall customer experience health.

Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS)
Customer Effort Score (CES)
Average Response Time
Overall Customer Feedback Sentiment

Customer Journey Dashboard

Purpose: Visualise the customer journey across various touchpoints.

Funnel Analysis (Awareness, Consideration, Purchase, Post-Purchase)
Drop-off Rates at Each Stage
Time Spent on Each Stage

Customer Feedback and Sentiment Dashboard

Purpose: Analyse customer feedback from different channels and understand sentiment.

Number of Feedbacks Received (per channel)
Positive, Negative, Neutral Sentiment Scores
Top Positive and Negative Keywords

Customer Support Performance Dashboard

Purpose: Monitor customer support effectiveness and efficiency.

First Response Time
Resolution Time
Ticket Volume (by channel)
Customer Satisfaction with Support

Social Media Engagement Dashboard

Purpose: Track social media interactions and brand perception.

Number of Mentions
Engagement Rate (likes, shares, comments)
Sentiment of Social Media Mentions
Top Influencers and Advocates

Sales and Conversion Dashboard

Purpose: Measure the impact of customer experience on sales and conversions.

Conversion Rate
Sales Volume (by channel)
Average Order Value
Cart Abandonment Rate

Customer Experience Metrics

Objective: To gain a 360-degree view of customer interactions to improve satisfaction, identify issues promptly, and optimise business processes.

  • Measures customer loyalty by asking how likely customers are to recommend the company to others.
  • Indicates overall customer satisfaction and the likelihood of positive word-of-mouth.
  • Assesses customer satisfaction with a specific interaction or overall experience.
  • Typically measured through post-interaction surveys.
  • Evaluates how easy it is for customers to complete a desired action, such as resolving an issue or making a purchase.
  • Lower effort scores indicate a smoother customer experience.
  • Tracks the percentage of customers who continue to do business with the company over a specific period.
  • High retention rates indicate successful customer experience strategies.
  •  
  • Estimates the total revenue a business can expect from a single customer account over the duration of their relationship.
  • Higher CLV suggests strong customer loyalty and effective upselling/cross-selling strategies.
  • Measures the percentage of customer inquiries or issues resolved on the first contact.
  • High FCR indicates efficient and effective customer service.
  • Tracks the average time taken to resolve customer issues or inquiries.
  • Shorter resolution times typically lead to higher customer satisfaction.
  • The percentage of customers who stop using the company’s products or services over a specific period.
  • A lower churn rate indicates better customer retention and satisfaction.
  • Includes metrics such as website visits, time spent on site, click-through rates, and social media interactions.
  • Higher engagement levels suggest a more compelling and effective customer experience.

Executive Summary Dashboard

Purpose: Provide a high-level overview of the partner ecosystem.

Partner Satisfaction Score (PSS)
Net Promoter Score (NPS) for partners
Partner Retention Rate
Total Revenue from Partners
Overall Partner Feedback Sentiment

Partner Performance Dashboard

Purpose: Track and evaluate individual partner performance.

Sales Volume by Partner
Conversion Rate by Partner
Average Order Value (AOV) by Partner
Number of Leads Generated by Partner
Partner Performance Index

Partner Engagement Dashboard

Purpose: Monitor the level and quality of partner engagement.

Number of Partner Logins/Interactions
Training and Certification Completion Rates
Participation in Partner Programs
Communication Frequency (Emails, Meetings, Calls)

Partner Feedback and Sentiment Dashboard

Purpose: Analyse partner feedback and sentiment from various channels.

Number of Feedbacks Received (by channel)
Positive, Negative, Neutral Sentiment Scores
Top Positive and Negative Keywords

Supply Chain and Operations Dashboard

Purpose: Track operational efficiency and supply chain performance with partners.

On-Time Delivery Rate
Order Accuracy Rate
Inventory Turnover
Lead Time (Order to Delivery)

Revenue and Growth Dashboard

Purpose: Measure the financial impact and growth contributed by partners.

Total Revenue by Partner
Year-over-Year Growth
Profit Margins by Partner
Market Share Analysis

Partner Experience Metrics

Objective: To gain a comprehensive view of partner interactions, performance, and satisfaction to enhance collaboration and drive mutual growth.

  • Measures overall satisfaction levels of partners through surveys and feedback mechanisms.
  • High satisfaction scores indicate strong partner relationships.
  • Tracks the percentage of partners who continue their relationship with the company over a specific period.
  • High retention rates suggest effective partner management and satisfaction.
  • Includes sales performance, revenue contribution, and growth rates of partners.
  • Higher performance metrics indicate productive and successful partnerships.
  • Measures the time taken to onboard new partners and get them fully operational.
  • Shorter onboarding times reflect efficient processes and effective support.
  • Tracks engagement through participation in training programs, use of partner portals, and attendance at events.
  • Higher engagement indicates active and committed partners.
  • Measures the revenue generated through partner channels as a percentage of total revenue.
  • Increasing revenue from partner channels suggests successful partner strategies.
  • Tracks the number and value of deals registered by partners and the progress of these deals through the pipeline.
  • Strong pipeline metrics indicate effective partner sales enablement.
  • Measures the percentage of partners completing training and certification programs.
  • High completion rates indicate partners are well-prepared and knowledgeable.
  • Similar to customer NPS, but focused on partners, assessing their likelihood to recommend the partnership.
  • Positive NPS from partners indicates strong relationship satisfaction.

Customer Experience Alerts Dashboard

Objective: To provide instant notifications and visualisations of critical events affecting customer experiences.

Current Active Alerts Summary

Critical Alerts (Red)

Issues that require immediate attention and action to prevent significant negative impact on the business or customers.

Warning Alerts (Yellow)

Issues that are important but not immediately critical. These should be monitored closely and addressed in a timely manner to prevent escalation.

Information Alerts (Blue)

Notifications that provide useful information but do not require immediate action. These can help in identifying trends and preparing for potential future issues.

Real-Time Trend Lines

Customer Satisfaction (CSAT) Drops

Alert when CSAT drops below a certain threshold.

Spike in Negative Feedback

Alert when there is a sudden increase in negative feedback or complaints.

High Customer Support Response Time

Alert when average response time exceeds a predefined limit.

Increase in Churn Rate

Alert when there is a noticeable increase in the churn rate.

Website/Service Downtime

Alert when the website or service is down or experiencing issues.

Detailed Alert Log and Heatmap

Alert Log

A list of recent alerts with timestamps, severity, and status.

Alert Heatmap

Visual representation of alert frequency over time.

Real-Time Trend Lines

Visualise metrics in real-time to see how they evolve leading up to an alert.

Alert Log

Timestamp Alert Title Severity Description Status Action Taken
2024-06-17 10:00
CSAT Drop Below 60%
🔴 Red
CSAT dropped to 58%
Open
To be Assigned
2024-06-17 09:45
Increase in Negative Feedback
🟡 Yellow
Negative feedback up by 20%
In Progress
Assigned

Partner Experience Alerts Dashboard

Objective: To provide instant notifications and visualisations of critical events affecting partner experiences.

Current Active Alerts Summary

Critical Alerts (Red)

Issues that require immediate attention and action to prevent significant negative impact on the business or customers.

Warning Alerts (Yellow)

Issues that are important but not immediately critical. These should be monitored closely and addressed in a timely manner to prevent escalation.

Information Alerts (Blue)

Notifications that provide useful information but do not require immediate action. These can help in identifying trends and preparing for potential future issues.

Real-Time Trend Lines

Partner Performance Drops

Alert when a partner’s performance metrics (e.g., sales volume, conversion rate) fall below a certain threshold.

Delayed Deliveries

Alert when delivery times exceed agreed timelines

Inventory Shortages

Alert when inventory levels fall below a critical level.

Unresolved Partner Support Tickets

Alert when there is an accumulation of unresolved support tickets.

Revenue Decline

Alert when partner-generated revenue drops significantly.

Detailed Alert Log and Heatmap

Alert Log

A list of recent alerts with timestamps, severity, and status.

Alert Heatmap

Visual representation of alert frequency over time.

Real-Time Trend Lines

Visualise metrics in real-time to see how they evolve leading up to an alert.

Alert Log

Timestamp Alert Title Severity Description Status Action Taken
2024-06-17 10:00
Major Delivery Delay
🔴 Red
Delivery delayed by 5 days
Open
To be Assigned
2024-06-17 09:45
Performance Drop in Partner X
🟡 Yellow
Partner X sales down by 15%
In Progress
Assigned

Customer Experience Sentiment Analysis Dashboard

Purpose: To monitor and analyse customer feedback in real-time, providing insights into customer satisfaction and identifying key areas for improvement to enhance overall customer experience

Overall Sentiment Summary

Overall Sentiment Score

An aggregate score representing the overall sentiment from customer feedback.

Sentiment Trend

A line chart showing sentiment scores over time.

Positive Sentiment Percentage

Percentage of feedback classified as positive.

Negative Sentiment Percentage

Percentage of feedback classified as negative.

Neutral Sentiment Percentage

 Percentage of feedback classified as neutral.

Sentiment Breakdown

Feedback Source Distribution

Pie chart or bar chart showing the distribution of feedback sources (e.g., social media, surveys, customer support tickets).

Sentiment by Source

 Bar chart displaying sentiment scores by feedback source.

Detailed Sentiment Analysis

Word Cloud

Visualisation of the most common words in customer feedback, with words sized according to frequency.

Top Positive Keywords

List of keywords frequently mentioned in positive feedback.

Top Negative Keywords

List of keywords frequently mentioned in negative feedback.

Recent Feedback

Table showing the most recent feedback entries with sentiment classification and scores.

Recent Feedback Log

Timestamp Feedback Sentiment
2024-06-17 10:00
Great service!
Positive
2024-06-17 09:45
Slow response time
Negative
2024-06-17 07:15
Easy to use
Positive

Partner Experience Sentiment Analysis Dashboard

Purpose: To track and evaluate partner feedback, offering a comprehensive view of partner satisfaction and performance, and identifying opportunities to strengthen partner relationships and support.

Overall Sentiment Summary

Overall Sentiment Score

An aggregate score representing the overall sentiment from partner feedback.

Sentiment Trend

A line chart showing sentiment scores over time.

Positive Sentiment Percentage

Percentage of feedback classified as positive.

Negative Sentiment Percentage

Percentage of feedback classified as negative.

Neutral Sentiment Percentage

 Percentage of feedback classified as neutral.

Sentiment Breakdown

Feedback Source Distribution

Pie chart or bar chart showing the distribution of feedback sources (e.g., partner portals, surveys, email communications).

Sentiment by Source

Bar chart displaying sentiment scores by feedback source.

Detailed Sentiment Analysis

Word Cloud

Visualisation of the most common words in partner feedback, with words sized according to frequency.

Top Positive Keywords

List of keywords frequently mentioned in positive feedback.

Top Negative Keywords

List of keywords frequently mentioned in negative feedback.

Recent Feedback

Table showing the most recent feedback entries with sentiment classification and scores.

Recent Feedback Log

Timestamp Feedback Sentiment
2024-06-17 10:00
Very reliable partner
Positive
2024-06-17 09:45
Delayed shipments
Negative
2024-06-17 07:15
Supportive team
Positive

Customer Experience Workflow Status Dashboard

Purpose: To provide real-time visibility into the status and progress of customer-related workflows, ensuring efficient handling of customer interactions and timely resolution of issues to enhance overall customer satisfaction.

Overall Workflow Summary

Total Workflows

Display the total number of active workflows.

Upcoming Deadlines

List of workflows with imminent deadlines.

Completed Workflows

Number and percentage of workflows completed.

In Progress Workflows

Number and percentage of workflows currently in progress.

Delayed Workflows

Number and percentage of workflows that are behind schedule.

Workflow Status Breakdown

Workflow Stage Distribution

Pie chart or bar chart showing the distribution of workflows across different stages (e.g., initiation, planning, execution, closure).

Workflow Progress Timeline

Gantt chart or progress bars displaying the timeline and current status of key workflows.

Detailed Workflow Analysis

Top Delayed Workflows

List of workflows with the longest delays, including details like responsible team, delay duration, and reasons for delay.

  • Workflow X (10 days delayed)
  • Workflow Y (7 days delayed)
Workflow Efficiency Metrics

Bar chart showing average time to completion, average delay time, and efficiency ratios for different workflow stages.

  • Avg Time to Completion: 12 days
  • Avg Delay Time: 2 days
  • Efficiency Ratio: 85%
Recent Workflow Updates

Table displaying recent updates or changes in workflow statuses, with timestamps and comments.

  • Workflow Z updated by Team A
  • Workflow W started by Team B

Key Customer Experience Workflows

Workflow Name Description
Customer Onboarding
Process of welcoming and orienting new customers to products/services.
Customer Support Ticket Management
Handling and resolving customer issues and inquiries through support tickets.
Product/Service Delivery
Ensuring timely and accurate delivery of products/services to customers.
Customer Feedback Collection
Gathering feedback from customers through surveys, reviews, or feedback forms.
Complaint Resolution
Addressing and resolving customer complaints effectively and promptly.
Account Management
Managing customer accounts, updates, and modifications to services.
Customer Renewals
Managing the renewal process for customer subscriptions or contracts.
Upsell/Cross-sell Campaigns
Initiating and executing campaigns to upsell or cross-sell additional products/services.
Loyalty Programs
Managing customer loyalty programs, rewards, and incentives.
Customer Satisfaction Monitoring
Monitoring and assessing customer satisfaction levels through surveys or sentiment analysis.
Customer Experience Improvement
Implementing improvements based on customer feedback and satisfaction metrics.
Billing and Payments
Managing customer invoices, billing inquiries, and payment processing.

Partner Experience Workflow Status Dashboard

Purpose: To monitor and manage the status of workflows involving partners, ensuring smooth collaboration, timely completion of tasks, and proactive management of partner relationships to drive mutual success and satisfaction.

Overall Workflow Summary

Total Workflows

Display the total number of active workflows involving partners.

Upcoming Deadlines

List of workflows with imminent deadlines.

Completed Workflows

Number and percentage of workflows completed.

In Progress Workflows

Number and percentage of workflows currently in progress.

Delayed Workflows

Number and percentage of workflows that are behind schedule.

Workflow Status Breakdown

Workflow Stage Distribution

Pie chart or bar chart showing the distribution of workflows across different stages (e.g., initiation, planning, execution, closure).

Workflow Progress Timeline

Gantt chart or progress bars displaying the timeline and current status of key workflows.

Detailed Workflow Analysis

Top Delayed Workflows

List of workflows with the longest delays, including details like responsible partner, delay duration, and reasons for delay.

  • Workflow P (8 days delayed)
  • Workflow Q (5 days delayed)
Workflow Efficiency Metrics

Bar chart showing average time to completion, average delay time, and efficiency ratios for different workflow stages.

  • Avg Time to Completion: 15 days
  • Avg Delay Time: 3 days
  • Efficiency Ratio: 80%
Recent Workflow Updates

Table displaying recent updates or changes in workflow statuses, with timestamps and comments.

  • Workflow R updated by Team A
  • Workflow S started by Team B

Key Partner Experience Workflows

Workflow Name Description
Partner Onboarding
Process of welcoming and integrating new partners into business operations.
Partner Relationship Management
Maintaining ongoing relationships with partners, including communications and support.
Contract Negotiation and Management
Negotiating, drafting, and managing contracts and agreements with partners.
Partner Training and Certification
Providing training programs and certifications to partners on products/services.
Performance Monitoring
Monitoring partner performance metrics such as sales targets, service levels, etc.
Lead Distribution
Distributing leads or opportunities to partners based on predefined criteria.
Co-Marketing Campaigns
Planning and executing joint marketing campaigns with partners.
Joint Business Planning
Collaborating with partners on strategic business plans and objectives.
Revenue Sharing and Commissions
Managing revenue sharing agreements, commissions, and payouts to partners.
Partner Feedback Collection
Gathering feedback from partners to improve collaboration and satisfaction.
Dispute Resolution
Resolving conflicts or disputes with partners effectively and fairly.
Partner Enablement
Providing tools, resources, and support to help partners succeed in selling products/services.
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