Customer Engagement

High Level Design

Overview

In order to build a loyal customer base that delivers superior financial returns, it’s absolutely necessary to understand the overall satisfaction of the customers. This information allows the company to improve itself in each area where i is lacking of proficiency, efficiency, service, customer relations or any other aspect that can ensure stronger engagement from the customer side.

Goals

Increase revenue by retaining current customers, encourage them to expand their use with company products and make them ‘promoters’ as a result of high satisfaction.

Objectives

• Analyze satisfaction and strong\weak areas that can be maintained\improved.
• Identify correlation between customer attributes and account management.

KPI Architecture

Objectives	KPIs	Measures	Data Source
Analyze satisfaction and strong\weak areas that can be maintained\improved	General Satisfaction	Average(General Satisfaction)/10 (Thresholds: Red: < 0.7; Orange: < 0.8; Green >= 0.8)	Survey Results
		Per Dimension value: Average(General Satisfaction)/10	Survey Results; Client; Account Manager
	Renewal Likelihood	Average(Renewal Likelihood)/10 (Thresholds: Red: < 0.7; Orange: < 0.8; Green >= 0.8)	Survey Results
		Per Dimension value: Average(Renewal Likelihood)/10	Survey Results; Client; Account Manager
	Expansion Likelihood	Average(Expansion Likelihood)/10 (Thresholds: Red: < 0.7; Orange: < 0.8; Green >= 0.8	Survey Results
		Per Dimension value: Average(Expansion Likelihood)/10	Survey Results; Client; Account Manager
	Promoter Rate	Count(customer with General Satisfaction >= 9)/Count(all customers) (Thresholds: Red: < 0.5; Orange: < 0.65; Green >= 0.65)	Survey Results
		Per Dimension value: Count(customer with General Satisfaction >= 9)/Count(all customers)	Survey Results; Client; Account Manager
Find correlation between customer attributes and the account managemen	AM\Industry best match	Overall score = 0.4*[General Satisfaction] + 0.35*[Renewal Likelihood]+0.25*[Expansion Likelihood] Overall score per AM and customer industry	Survey Results; Client; Account Manager
	AM\Client location impact	Overall score per AM location and Customer country	Survey Results; Client; Account Manager

Data Requirements

#	Source	Table Name	Table Details (Type, # of Rows, Key field/s)
1	Excel	Survey Results	Transaction Table, Key = Client Id, Date
2	CRM	Client	Dimension Table, Key = Client Id
3	CRM	Account Manager	Dimension Table, Key = AM Id

Data Modeling (Elasticube Design)