Customer Scorecard Summary

The following table contains summary information for the KPIs that make up the Customer Scorecard. In addition to the KPI description and related critical success factor, this summary table includes the dimension or object type, perspective type, and KPI calculation definition.

Note: The following is not a complete list of all the KPIs delivered with the Customer Scorecard, but only of the KPIs related to critical success factors. Fifty-six predefined KPIs are delivered with the Customer Scorecard; some KPIs measure Customer Relationship Management activities, while others measure operations that drive the CRM activities.

Critical Success Factor	KPI Name	Dimension (Object Type)	Perspective	KPI Calculation
Increase Revenue/Customer.	Revenue by Customer	Customer Master List	Financial	Total Revenue grouped by Customer.
Maximize Profit.	Profitability by Customer	Customer Master List	Financial	Total Revenue – Total Expense, by Customer. Data is accessed from PF_LEDGER_F00, that is, ABM/Data Manager.
Maximize Profit.	Profitability by Product	Product	Financial	Total Revenue – Total Expense by Product. Data is accessed from PF_LEDGER_F00, that is, ABM/Data Manager.
Maximize Profit.	Profitability by Channel	Channel	Financial	Total Revenue – Total Expense, by Channel. Data is accessed from PF_LEDGER_F00, that is, ABM/Data Manager.
Maximize Profit.	Average Deal Value	Customer Master List	Financial	Total deal volume divided by number of orders, by customer.
Increase Revenue/Customer.	Average Discount	Product	Financial	Total Discounts divided by total deal volume, by customer.
Decrease Cost/Customer.	Cost to Support by Customer	Customer Master List	Financial	Activity Based Management Costs by Customer.
Decrease Cost/Customer.	Cost to Support by Product	Product	Financial	Activity Based Management Costs by Product.
Increase Market Share.	Market Share	Product	Financial	Manual KPI. Market Share by Product.
Increase Effectiveness of Internal Processes.	Days Sales Outstanding	Business Unit	Financial	Trade Accounts Receivable / (Revenue / # Days in a Period), by business unit.
Increase Customer Base.	Pipeline Revenue	Territory	Financial	Absolute pipeline by territory.
Increase Customer Satisfaction.	Customer Satisfaction	Business Unit	Customer	Average Survey Score by business unit. This is based on support surveys.
Increase Customer Base.	Customer Acquisition Rate	Business Unit	Customer	(# New Customers Current – # New Customer Prior) / # New Customers Prior, by business unit.
Extend Duration of Existing Customers.	Repeat Customer Rate	Business Unit	Customer	# Repeat Customers / Total # of Customers, by business unit.
Extend Duration of Existing Customers.	Customer Value	Customer Master List	Customer	Composite of customer value scores.
Increase Revenue/Customer.	Average Number of Products per Order	Customer Master List	Internal Process	Total # of Products / Total # of Orders, by Customer.
Deliver on Commitments to Customer.	Average Time to Fulfill Orders	Customer Master List	Customer	AVG (Schedule Arrival Time – Order Date), by Customer.
Deliver on Commitments to Customer.	On Time Delivery	Business Unit	Customer	# On Time or Early Orders / Total Orders, by business unit.
Increase Customer Base.	Lead Response Rate	Campaign	Internal Process	# of Accepts / List Size by Campaign.
Develop Effective Marketing Campaigns.	Conversion Rate	Campaign	Internal Process	# Opportunities Won / # of Leads, by Campaign.
Develop Effective Marketing Campaigns.	Average ROI	Campaign	Internal Process	(Revenue - Marketing Costs) / Revenue, by Campaign.
Provide Superior Customer Service.	Average Time to Close Case	Product	Internal Process	AVG (Resolution Date – Creation Date), by Product.
Provide Superior Customer Service.	Rolling Average No. of Cases	Support Organization	Internal Process	(# of Cases Current Period + # of Cases Prior Period + # of Cases 2 Periods Ago) / 3, by Support Organization.
Hire and Retain Best People.	Employee Fill Ratio	Department	Internal Process	Manual KPI
Hire and Retain Best People.	Sales Reps Achieving Quota	Business Unit	Learning & Growth	Manual KPI
Train and Empower Employees.	Sales Training Completed	Business Unit	Learning & Growth	# of Sales Employees Completed Training / Total Sales Force, by business unit.
Train and Empower Employees.	Support Training Completed	Support Organization	Learning & Growth	# of Support Employees Completed Training / Total Support Force, by Support Organization.
Increase Effectiveness of Internal Processes.	Lost Business	Sales Territory	Financial	Sum of estimated revenue over all closed-lost opportunities, by sales territory.
Increase Effectiveness of Internal Processes.	Revenue by Channel	Channel	Financial	Total revenue for the period, by channel.