3634932 - Customer Relationship Index (CRI) and Customer Health Index (CHI) calculation

Would like to understand how Customer Relationship Index (CRI) and Customer Health Index (CHI) is calculated by the system.

SAP Cloud for Customer

CRI

CRI = opportunity index * (opportunities with opportunity score => opportunity threshold) + lead index * (lead with lead score => lead score threshold) + hug rank index * hug rank of account + abc classification index * ABC classification factor of account

• In case of CRI, we fetch the open and in process opportunities of an account with filters like the opportunities which has a close date from current quarter start date to next quarter end date and whose opportunity score is more than or equal to the threshold we set in admin screen. Then we calculate the revenue of the opportunities fetched and some computation is done with respect to Average opportunity revenue (Average revenue of all opportunities of all the accounts) later we multiply this with the opportunity weightage maintained in admin screen. Which gives us the factor score of opportunity
• Coming to leads we fetch leads of an account which has End date falling between the Strat date of current quarter to end date of next quarter whose lead score is more than or equal to the threshold we set in admin screen in Index influencers. Later we do some computation of the fetched number of leads with average number of leads (average number of leads of all accounts). And later this value is multiplied with lead index (Weightage for lead set in index influencer). Which gives us the factor score of leads
• Hug rank for the account is fetched which is divided by 100 and later this value is multiplied with weightage for hug rank set in index influencer. Which gives us the factor score of hug rank.
• Based on account classification factor of the account we have some value which we will multiply with weightage set in index influencers. Which gives us the factor score of account classification factor.

CHI

CHI = opportunity index * (opportunities with opportunity score <= opportunity threshold) + lead index * (lead with lead score <= lead score threshold) + hug rank index *(1- hug rank of account) + abc classification index * ABC classification factor of account

• In case of CHI we fetch the open and in process opportunities of an account with filters like the opportunities which has a close date from current quarter start date to next quarter end date and whose opportunity score is less than or equal to the threshold we set in admin screen. Then we calculate the revenue of the opportunities fetched and some computation is done with respect to Average opportunity revenue (Average revenue of all opportunities of all the accounts) later we multiply this with the opportunity weightage maintained in admin screen. Which gives us the factor score of opportunity
• Coming to leads we fetch leads of an account which has End date falling between the Strat date of current quarter to end date of next quarter whose lead score is less than or equal to the threshold we set in admin screen in Index influencers. Later we do some computation of the fetched number of leads with average number of leads (average number of leads of all accounts). And later this value is multiplied with lead index (Weightage for opportunity set in index influencer). Which gives us the factor score of leads
• Hug rank of the account is fetched which is divided by 100. And this value is subtracted from 1 and multiplied with weightage for hug rank. Which gives us the factor score of hug rank. Let say account “ABC” has hug rank of 20 and we have set weightage as 0.4 for hug rank. (1-20/100) * 0.4 = 0.32 will be the factor score for hug rank
• Based on account classification factor of the account we have some value which we will multiply with weightage set in index influencers. Which gives us the factor score of account classification factor.

Example:

• Let’s say Account ABC has 20 open and in process opportunities which have close date within the range of start date of current quarter and end date of next quarter. And among them 5 opportunities have opportunity score more than 70 which is the opportunity score threshold set in admin screen. And 15 opportunities have opportunity score less than 70 which is the threshold for opportunity set in admin screen.
• And this account has hug rank of 20.
• And let’s say we have given 0 weightage for classification factor and leads and weightage of 60 for opportunity and 40 for hug rank.

>> So finally values of CHI and CRI for the account is calculated as:

• CRI = 0.6 * (computation of revenue for the 5 opportunities whose opportunity score is more than 70) + 0.4 * (20/100)
• CHI = 0.6 * (computation of revenue for the 15 opportunities whose opportunity score is less than 70) + 0.4 * (1-20/100)

In case of both CRI and CHI higher value takes importance.

• Help Document: Relationship Intelligence FAQ
• Help Document: Configure Index Influencers

customer insights, CRI, CHI, calculation, trend, opportunity score, lead score, hug rank, account classification, index influencers , KBA , LOD-CRM-SBS-360 , Customer 360 Profile , Problem

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