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.

Dashboard Example (sample data)

Click on the image to open and interact with the dashboard:

Customer Engagement - Customer Service Dashboard

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)

Suggested data model for customer engagement analysis