CX Dashboards & Reporting:
How Does RMOS™ Structure CX Reporting?
RMOS™ (Revenue Marketing Operating System) aligns Customer Experience reporting to four layers—Outcomes, Experience Health, Journey Performance, and Operational Foundations—so leaders see impact, teams see action, and Finance sees reconciliation.
RMOS™ structures CX reporting into a stacked, single-truth view: (1) Outcomes for revenue, retention, and expansion; (2) Experience Health for NPS, CSAT, CES, and complaint rate; (3) Journey Performance for conversion, cycle time, and effort across The Loop™; and (4) Operational Foundations for data quality, SLA adherence, and case/backlog management. One executive page rolls up all four, with drill-downs per role.
Principles For RMOS™-Aligned CX Reporting
The RMOS™ CX Reporting Playbook
A practical sequence to stand up an RMOS™-aligned CX dashboard that drives action and accountability.
Step-By-Step
- Codify Outcomes — Define revenue, renewal, expansion, and cost-to-serve targets by segment and region.
- Map Experience Health — Standardize NPS (loyalty), CSAT (satisfaction), CES (effort), complaint/defect rate, and VoC themes.
- Instrument Journeys — For onboarding→adoption→value→renewal, capture conversion, time-to-value, time-to-resolution, and handoff SLAs.
- Specify Data Contracts — Identity (person/account), feedback taxonomy, SLA states, and data quality thresholds with alerts.
- Design Role Tiles — Executive, CX Leader, CS Manager, Support Ops, Product, and Finance tiles—each with 3–5 actions.
- Publish A One-Page Roll-Up — Four-layer RMOS™ summary with variance notes, risks, and next-best-actions.
- Reconcile & Iterate — Monthly Finance true-up; quarterly refresh of targets, weights, and experiment backlog.
RMOS™ CX Layers: What Each Tile Shows
| Layer | Purpose | Example KPIs | Primary Audience | Decisions | Cadence |
|---|---|---|---|---|---|
| Outcomes | Tie CX to growth and profitability. | Net Revenue Retention, Gross Churn, Expansion ARR, Cost-To-Serve, LTV/CAC. | Board, CEO, Finance. | Budget shifts, CX investment, pricing/packaging. | Monthly close. |
| Experience Health | Measure loyalty, satisfaction, and effort. | NPS, CSAT, CES, Complaint Rate, Sentiment Index. | CX Leader, Product. | Backlog prioritization, journey fixes, policy changes. | Weekly. |
| Journey Performance | See friction & flow across stages. | Onboarding Completion, Time-To-Value, First Contact Resolution, Renewal Conversion, Escalation Rate. | Success, Support Ops. | Resource allocation, playbook updates, SLA tuning. | Daily/Weekly. |
| Operational Foundations | Assure trustworthy data & process. | SLA Adherence, Data Quality Score, Case Backlog, Tagging Coverage, Identity Match Rate. | Ops, Analytics, IT. | Tooling fixes, data contracts, automation rules. | Daily. |
Client Snapshot: RMOS™ Roll-Up Wins
A subscription software company implemented the RMOS™ stack: one executive page plus role tiles. In two quarters, NRR rose 4.6 points, time-to-value dropped 22%, and case backlog fell 31%. Finance adopted the CX roll-up at monthly close, accelerating budget approvals for onboarding fixes.
Link your CX reporting to The Loop™ and standard RevOps metrics so every signal rolls to outcomes and every insight leads to an owner and action.
FAQ: RMOS™ And CX Reporting
Clear answers for executives and operations leaders.
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