Tag Archives: contact

Number of contacts with customer during project and post-project wrap-up.

Definition:
Average number of contacts made with customers during a project for that customer. A higher number of contacts makes the organization more, or quicker, adaptive to problems in the project.

Calculation:
Sum of contacts during the defined period.

This KPI is measured as: Number (amount Of Units, Rating, Etc)

Interpretation of results: Higher Is Better

Strategic objective:
Increase profitability

Direct communications

Definition:
Average number of contacts made with customers. A possible dimension is the organizational level, e.g. contact per department or customer, or client categories, e.g. top 10 clients.

Calculation:
Sum of contact moments

This KPI is measured as: Number (amount Of Units, Rating, Etc)

Interpretation of results: Depends On The Goals

Strategic objective:
Increase profitability