Effective KPI management is essential for understanding how customer experience (CX) initiatives drive business success.
Cemantica enables you to connect your KPIs to customer journeys, programs, and projects, providing a clear view of how CX efforts impact your bottom line.
This article walks you through a practical approach to managing KPIs, track revenue, and building a customer-driven operating model.
Start simple and educate stakeholders
Begin by establishing basic KPIs that align with your company’s strategic goals.
Focus on core metrics such as the number of new clients, Net Promoter Score (NPS), Customer Satisfaction (CSAT), and churn rate. These can be easily configured and added to your customer journey maps.
💡The goal here is to educate stakeholders on how CX influences key business outcomes, creating a foundation for data-driven decision-making.
By following these steps, you can effectively track and analyze your key performance indicators within your customer journeys:
Add a KPIs Lane: Start by inserting a KPIs lane into your customer journey map. This lane serves as the dedicated area to track your metrics across different stages.
Assign KPIs to Each Stage: Once the KPIs lane is added, begin linking relevant KPIs to each stage of the journey. This helps you see how specific metrics perform at every point of the customer experience.
Select Existing Measures: You can choose from your existing KPIs from the library, making it quick and easy to apply consistent metrics across multiple journeys.
Create New KPIs: To add a new measure, simply type its name into the "Search for a record or create one" box. The system will automatically save this new KPI to your library for easy reuse in other maps.
Once your basic KPIs are set, enhance your maps by assigning financial values to these metrics.
For example, connect your KPIs to actual revenue data or cost savings, providing a clear view of the monetary impact. Visualize the current and actual data for each KPI on your maps.
💡This step helps demonstrate how improvements in customer experience translate directly into revenue gains or cost reductions. Building this financial context enables you to develop robust business cases for your initiatives.
Configure the Current and Target data of your KPIs in your Maps
Click on the KPI within your customer journey map to open its settings.
Refine or describe what this KPI represents in this journey.
Enter the current/actual value of the KPI and set the Target Goal for the KPI, indicating your desired performance level:
You can manually add the values.
Or, upload a file using the provided template to update all relevant statistics.
💡Need to integrate your systems with Cemantica for automatic KPI updates? Contact us at [email protected].
Let Cemantica automatically calculate the financial impact based on the configured settings of the selected measure (see chapter below), or enter the financial impact manually.
Assign a financial value to your Metrics
Navigate to the Metrics Library where your KPIs are stored.
Select the KPI that you want to configure with a financial context.
Describe what this Measure means for your Organization.
Define the Trend, the direction in which the metric is moving over time. Understanding the trend is crucial for decision-making and strategic planning.
Increasing Trend: An upward trend indicates that the metric value is rising over time.
Decreasing Trend: A downward trend shows that the metric value is declining over time.
Assign a Financial Impact value that quantifies how changes in this metric affect revenue or costs.
Example: Improving NPS by 10 points adds $50,000 in revenue.
Save the configuration to link the KPI directly to its business value.
Additional metrics
In addition to the above information, you can also:
Assign an Owner—select a user from Cemantica to be responsible for this metric.
Use Tags or Groups to organize and categorize your metrics for easier management.
Link the metric to specific Touchpoints or Systems for better contextual understanding.
Visualize all the Journeys where this metric is included to see its impact across different processes.
Build your business case for Projects
Go to the Projects section of Cemantica.
Link each relevant KPI to the corresponding project or initiative.
The platform will automatically calculate the financial impact based on the linked KPI's data and assigned financial value.
Review the Financial Impact summary for each project to understand its contribution.
Use this data to support decision-making, prioritize initiatives, and communicate ROI effectively.
Transform your Operating Model to be customer-driven
The final step is to foster a customer-centric operational model using Cemantica’s ROI framework.
Connect operational data, such as customer interactions, process metrics and financial impacts, to automatically calculate the financial benefits of your initiatives.
👉 Cemantica offers more than 70 native connectors. If you’re interested in integrating Cemantica with your CRM, ERP, core platforms, or legacy systems, please contact us at [email protected], and our team will gladly assist you.
This real-time, data-driven approach ensures that your team can continuously measure and show the tangible value of improvements, guiding strategic decisions and resource allocation.
Managing KPIs and tracking revenue with Cemantica is a progressive process that begins with simple metrics and evolves into a comprehensive, customer-focused operating model. By connecting your KPIs to journeys, projects, and financial data, you gain a clear understanding of how CX initiatives impact your business goals, empowering you to make smarter, data-backed decisions for sustained growth.