Solutions/Customer Centricity/Phase 4: Run & Review/Demo: Customer Outcomes Tracker
Interactive demo / Phase 04 Run & Review

Customer Outcomes Tracker

Three personas, twelve active solutions, one monthly review. Pull the cockpit. Drill into the on-track, watch, and action-required clients. Log the action where the Recovery Ladder activates. Build the monthly review record the executive forum will see.

Monthly review
Step 1 of 3
Phase 04 demo / Run & Review

Three minutes inside a monthly outcomes review.

Karibu was approved and onboarded in Phase 3. Ninety days have passed. The Portfolio Cockpit aggregates three persona accounts as live test cases inside a twelve-solution book. Pull the dashboard, drill into each client, and decide where to engage, log, or escalate. The monthly review record drops at the end.

Handoff from Phase 03 / Decide & Onboard

Three live solutions across the personas

Karibu Logistics (logistics) · Nyandungu Maize (food processing) · Tujenge Industries (manufacturing) · 90 days post-disbursement
3 steps total ~3 minutes to complete Action button appears on the action-required client
PORTFOLIO COCKPIT Q3 month-end review 12 active solutions · 3 personas · Phase 4 cadence monthly
Total active
12
Solutions in monitoring
On track
9 / 12
75% outcome win rate
Watch
2 / 12
RM engagement scheduled
Action required
1 / 12
Recovery Ladder Amber
Outcome win rate · quarterly trend
65%
Q1
71%
Q2
75%
Q3 (now)
+10 percentage points YoY · trend improving
Client outcomes · click each to drill in
Monthly Review Record · Phase 04

Q3 month-end outcomes review

Portfolio Cockpit · 12 active solutions · 3 personas drilled in

Headline metrics

Outcome win rate75%
9 of 12 solutions on track · 2 on watch · 1 action required
Trend +10pp YoY · ahead of Q2 by 4 percentage points

Persona drill-down

Feedback into Phase 5

Tujenge Industries flags a toolkit recalibration opportunity for the concentration archetype. The original Phase 2 toolkit underweighted the speed of deterioration. Phase 5 quarterly review picks up this lesson and feeds it into the JTBD library refinement.

Q-Lana practitioner view

Monthly review logged · ready for executive Customer Outcomes Forum and Phase 5 quarterly look-back
Continue the lifecycle

Phase 5: Renew, Grow, Course-Correct

Continue to Phase 5