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)
Data Connectors
