Course Outline

Module 1: Foundations of Customer Analytics

• Key Metrics Deep Dive: NPS, CSAT, Health Scores, Engagement Rates, CLV

• Sourcing and validating customer data within the CRM

• Introduction to data visualization principles for clarity

• Lab: Audit a sample CRM dataset for completeness and accuracy

Module 2: Building Insightful Dashboards & Reports

• Designing dashboards for different audiences (agents, managers, executives)

• Creating trend reports to track performance over time

• Using filters and segments to drill down into data

• Workshop: Build a comprehensive customer service performance dashboard

Module 3: Behavioral Analysis & Churn Prediction

• Analyzing customer usage patterns and interaction history

• Identifying early warning signals of customer churn

• Building a simple scoring model to flag at-risk accounts

• Case Study: Analyzing a churn post-mortem

Module 4: Root Cause Analysis & Strategic Insight

• Moving from "what" to "why": techniques for root cause analysis

• Correlating support data with product usage and feedback

• Using data to tell a story and make a business case

• Workshop: Perform a root cause analysis on a drop in CSAT scores

Module 5: From Insight to Action: Driving Strategy

• Developing playbooks for different customer segments (at-risk, advocates)

• Creating a feedback loop to product and marketing teams

• Measuring the impact of data-driven initiatives

• Final Project: Present a data-driven strategy proposal to solve a business problem