Know which accounts are about to grow or walk, while you can still do something about it.
VistaXM turns customer and partner experience into the revenue moves that leading firms make every day. Not another score. The next decision.
with confidence
The team that uses you daily has gone quiet while the exec stays happy. That gap shows up at renewal.
Proven results.
Not vanity metrics.
Independently Validated NPSWhat is Revenue Channel Intelligence?
Revenue Channel Intelligence is the practice of turning customer, partner and broker experience into account-level signals of revenue risk and growth, rather than into a single company-wide score.
- What it measures
- Five journey stages against four personas. Every intersection is a separate revenue signal.
- What it produces
- An account-level read of which relationships are about to grow, hold, or walk, with the specific move to make.
- Leading indicator
- The gap between the satisfied Decision-Maker and the unconvinced day-to-day Influencers.
- How it is run
- As a fully managed program by a neutral third party, which is what makes the resulting NPS certifiable.
A score can't tell you which account, which stage, or which person.
A score can't tell you whose problem it is to fix; it's a vanity metric. The decision is a revenue act.
Protect the revenue at risk.
Find and prioritize growth accounts.
See what is really driving performance.
Guide teams to the right move, every time.
Bring fragmented channel signals into one account-level view.
Reveal churn risk, growth signal, and the moments that decide a renewal.
Connect customer experience to retention, expansion, and revenue.
Journey × Persona. Every intersection is a revenue signal.
Five journey stages across four personas. Where they cross is where retention, expansion, and churn risk really live.
Illustrative colors and hover text: final signal language and status to be confirmed by VistaXM. Hover or focus any cell for detail.
The Decision Maker → Influencer gap.
The executive is satisfied. The day-to-day influencers who shape the renewal are not. That gap is the most reliable early warning of churn, and it is invisible to an account-level score.
Sentiment is a spend pattern.
When you stack revenue against cohort, the chart stops being satisfaction research and starts being a portfolio map. Promoters spend 3 to 7× more on average than passives, who spend 2× more than detractors on average.
Where the revenue really sits.
Why no one else can produce this.
Structural neutrality
Industry benchmarks
Standardized methodology
Three ways to measure channel experience. Only one is citable.
The difference is not the survey. It is who runs it, what comes out, and whether you can show the result to anyone outside your own company.
| What you are comparing | VistaXM | Internal NPS survey | XM platform you run yourself |
|---|---|---|---|
| Who runs it | A neutral third party, end to end | The vendor being rated | Your team, on licensed software |
| Can the result be certified | Yes, third-party certified and publishable | No, you cannot certify a score about yourself | No, the platform measures but does not vouch |
| Candor of responses | Partners speak confidentially to an outsider | Answers are shaped by the relationship | Depends who sends it; usually the vendor |
| Unit of the answer | One signal per account, stage and persona | One score per company or region | Dashboards you still have to interpret |
| Benchmark | Against the channel and the wider technology industry | Against your own prior wave | Generic cross-industry norms, if any |
| Headcount required | None; the program is fully managed | A research or CX function | Admins, analysts and program owners |
| Time to first usable read | About 90 days for the first wave | Varies with internal capacity | Implementation first, insight later |
A certified NPS of 74, published by the company that earned it.
In an independent survey of more than 1,400 of its customers, conducted by VistaXM as a neutral third party, ePlus scored a Net Promoter Score of 74 against a technology industry average of roughly 40 to 55. ePlus, a NASDAQ-listed solutions provider, published the result in its own investor communications.
“An NPS of 74, validated by an independent body and drawn from more than 1,400 voices, tells us that we are not just meeting expectations, we are consistently exceeding them.”
“An NPS of 74 is exceptionally strong for an IT services company. Scores like this do not happen by accident; they reflect a sustained, organization-wide commitment to the customer relationship.”
The next decision hides in the day-to-day.
Your customer is speaking.
You’re just not in the room.
When a partner or broker owns the relationship, the vendor sees the forecast, not the experience behind it. The signals that predict churn stay hidden until the renewal is already at risk.
The reported view
Pipeline, forecasts, and a relationship status filtered through the partner.
The information filter
What moves the deal gets shared. What threatens the relationship rarely gets written down.
The actual experience
Small moments of friction compound quietly into a renewal decision.
The partner shadow is not a data gap. It is a revenue warning system no one has instrumented.
VistaXM makes the invisible measurableThe independent, certified NPS standard for the channel.
A third-party certified NPS, usable in proposals, RFPs, and marketing. The only certified NPS a carrier or OEM cannot produce for itself.
Start small. Scale when ready.
Two ways in, both fully managed. Prove the signal exists, then expand into the ongoing program.
Essentials
The Fully Managed Program
The team behind the category.
Revenue Channel Intelligence was built by people who have run customer experience and the channel at scale.
Erik Vogel
CEO
Twenty-six years in IT services. Built the customer experience program for HPE GreenLake, then led the high-tech and telecom practice at a leading experience-management platform, advising the world's top technology brands. He founded VistaXM to bring that rigor to the channel.
Companies don't spend NPS points. They spend dollars.
Paul Barr
Chief Revenue Officer
Chief Revenue Officer at VistaXM, responsible for customer acquisition and revenue generation. 25+ years of experience across Fortune 50, channel, and start-up organizations, driving go-to-market strategy and growth. Previously led Fungible's worldwide channel organization and held leadership roles at Intel and multiple channel organizations.
87% of companies say they provide excellent CX yet only 11% of customers agree. Which side is your company on?
Alexey Gerasimov
Chief Operating Officer
Chief Operating Officer at VistaXM, leading Services and Delivery. 30+ years in consulting and professional services, scaling organizations and driving digital transformations for the world's largest brands. Previously led Capgemini's North American Cloud organization; earlier senior roles at HPE, Cloud Technology Partners, and MoFuse.
Behind every unforgettable customer experience is flawless execution and a united team.
Bruce Coughlin
Chief Growth Officer
Former CEO of Cloud Technology Partners, which he helped guide to its acquisition by HPE. A relationship-first channel leader who believes the experience you deliver is the only real differentiator left.
The most progressive partners create differentiation and sustain it with customer experience. That is the fundamental tenet of what is happening in the channel.
Alan Zall
Chief Technology Officer
Chief Technology Officer at VistaXM, overseeing Product and Engineering. 30+ years scaling technology organizations and driving digital innovation. Delivers VistaXM's AI-enabled platform. Previously Global CPTO at CSpace, with senior leadership roles at HPE, Cloud Technology Partners, and Fiserv.
We build platforms that empower real connections between brands and people.
Candice A. Vogel
Chief Legal Officer
Chief Legal Officer at VistaXM, responsible for all legal, administrative, and compliance aspects of the business. A seasoned attorney with deep commercial and employment law experience, advising companies of all sizes on federal and state employment matters.
Trust is earned through integrity; every promise and every policy matters to our customers.
Questions we get asked first
Short answers to the things buyers and analysts ask before the first call.
What is Revenue Channel Intelligence?
Revenue Channel Intelligence is the practice of turning customer, partner and broker experience into account-level signals of revenue risk and growth. It measures five journey stages (Sales and Discovery, Procurement and Onboarding, Implementation, Support and Operations, Renewal and Expansion) against four personas (Executive Decision-Maker, Technical, Procurement and Commercial, Operations and Day-to-Day User). The gap between the Decision-Maker and the Influencers is its leading indicator of renewal risk.
How is VistaXM different from an NPS survey we run ourselves?
Neutrality and certification. VistaXM runs the program as an independent third party, so customers and partners say things they will not put in a vendor's own survey. The resulting NPS is third-party certified, which means you can cite it in proposals, RFPs and investor communications. A score you produced about yourself cannot be certified by you.
What is the Decision-Maker to Influencer gap?
The executive sponsor reports satisfaction while the day-to-day users and technical influencers who actually shape the renewal do not. That divergence is the most reliable early warning of churn, and an account-level score averages it away completely because it reports one number per account instead of one per persona.
Who does VistaXM work with?
IT OEMs and technology providers, IT solution providers and MSPs, insurance carriers and their broker networks, and industrial OEMs and distributors. The programs are PartnerPulse for partner experience, BrokerPulse for broker experience, and IndustrialPulse for industrial channels.
How long does it take to get the first results?
The Essentials engagement delivers a first wave in about 90 days: your certified NPS plus your first account-level revenue signals and a prioritized list of moves. The fully managed program then runs continuously, wave after wave, with benchmark tracking and quarterly reviews.
Is the certified NPS usable in proposals and marketing?
Yes. Because it is produced and verified by an independent third party, it can be published externally. ePlus, a NASDAQ-listed solutions provider, published its VistaXM-certified Net Promoter Score of 74 in its own investor communications after an independent survey of more than 1,400 of its customers.
What is a good NPS for a technology or channel company?
The technology industry average runs roughly 40 to 55. Scores above that range are strong, and the certified ePlus result of 74 sits well into the top quartile for IT services. A number only means something next to the benchmark it is measured against, which is why every VistaXM read is benchmarked to the channel rather than reported in isolation.
Does VistaXM replace our experience management platform?
No. VistaXM is a fully managed program, not software you staff and operate. It can sit alongside an existing experience management platform, and most clients use it precisely because the platform produces scores while the decision they need is which account to act on this quarter.
Sources and further reading
Where the numbers on this page come from, and the background reading behind the method.
- [1]ePlus Surpasses Industry Benchmarks With Outstanding Net Promoter Score in Independent SurveyePlus inc. (NASDAQ: PLUS), Investor Relations, July 2026
The independent survey behind the certified NPS of 74, drawn from more than 1,400 ePlus customers and conducted by VistaXM as a neutral third party.
- [2]VistaXM Is Powering A Customer Experience Partner RevolutionCRN
Trade coverage of the Revenue Channel Intelligence category and how channel partners are using it.
- [3]How Blurred Lines Between CX and Support Are Undermining Growth StrategiesCX Current, interview with Erik Vogel
Why a support-shaped view of customer experience misses the revenue decision entirely.
- [4]The One Number You Need to GrowFrederick F. Reichheld, Harvard Business Review, December 2003
The original Net Promoter Score paper. VistaXM keeps NPS as the certified headline number and adds the persona and journey detail it was never designed to carry.
- [5]Introducing the Net Promoter SystemBain & Company
Background on the methodology and how the score is calculated.
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