David Meerman Scott mentions using such dashboards to monitor what is going on in the world that is relevant to your organization. In the image above, the “Real Time Dashboard” is just one component. Each team will need a separate dashboard because they work at different parts of the funnel. Salespeople are less interested in total RTs per hour than the Communications team. Dashboards may include a war-room like console for the Communications team and Social Manager.
Sales Dashboard – High Level
This higher-level dashboard can be used by a territory manager or SVP to look at the overall flow of real time data and monitor what is being said about the company.
Sales Dashboard – User Level
Most LDRs, SDRs, and Account Executives will have their own screen with customized feeds for their leads and clients. It is easy for Sales Operations to adjust the feed to focus only on the user’s territory or assigned records.
A Marketing Dashboard should display overall data points such as Sentiment, Key hashtags, Shares, and number of stories related to the firm. A user can drill down into each area and even go to the Real Time Console to look at stories. A CMO might use this to see if content sharing is enough and if people are engaging overall. The dashboard could display counts by Platform as well as if real time channels are receiving revenue attribution overall.
Real Time Communications Console
These are the tools used by the Communications team for engaging in and monitoring conversations related to the organization. It should allow a user to push data to the lead record and on to the right person to handle it.
Advanced teams could have versions dedicated to Communications, Leads, and Customers.
Customer Account Dashboard
Customer Marketing and engagement teams will use a dashboard to monitor their overall success. This should go beyond NPS and counts of onboardings. This dashboard should also show the number of customers engaged in conversation about the firm and their sentiment level. It should allow immediate action and routing of tasks to the right people.
These dashboard may look different from business to business and from platform to platform. Do you have examples you can share? Let me know.
Disclosures: I received an advance copy of the New Rules of Sales & Service before it was released in 2014.