Customer NPS - Key Pain Points

Challenge

In a fast-scaling eCommerce startup, the customer success team had no systematic way to identify which customers were at risk of churning, who should be prioritised for outreach, or whether calling campaigns were actually working. Customer data sat across multiple disconnected sources — app behaviour, order history, and survey feedback — with no unified view to drive retention decisions.

Solution

Designed and built an end-to-end Customer Lifecycle & CRM Analytics Dashboard integrating data from the app, order management system, and customer feedback channels into a single, real-time decision-making tool. The dashboard enabled the team to segment 191 customers by AOV, total orders, loyalty days, and acquisition channel, assign and track outreach actions per agent, monitor call completion rates and contact effectiveness, and drill into individual customer profiles with full order and feedback history. Filters by segment, date range, and assigned agent allowed each team member to work from a personalised, live view of their pipeline.

Impact

Transformed the customer success team from reactive to proactive — the team could now identify high-value at-risk customers before they churned and prioritise outreach accordingly.

Call tracking showed 68.8% of targeted customers had been contacted within campaign windows, with segment-level visibility enabling continuous refinement of retention strategy.

Consolidated data from multiple sources into one trusted dashboard, eliminating manual reporting and freeing the team to focus on customer engagement.

Topics:

Customer Lifecycle Analytics, CRM Analytics, Customer Segmentation, Retention Analysis, Churn Risk Identification, Outreach Effectiveness Tracking, AOV Analysis, Acquisition Channel Attribution, Real-Time Operational Reporting

Tools:

Google BigQuery, Looker Studio, MySQL, Python

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