Lesson 1Financial health: net revenue retention, refunds and chargebacks impactThis lesson explores financial health KPIs like net revenue retention and effects of refunds and chargebacks. You'll match revenue to deductions, watch for leaks, and link financial KPIs to customer and risk patterns.
Net revenue retention componentsRefunds, returns, and allowancesChargebacks and dispute analyticsRevenue leakage root-cause analysisAligning finance and BI viewsLesson 2Mapping each KPI to required source systems (POS, e-commerce, ERP, WMS, CRM, web analytics)This lesson maps each KPI to needed source systems like POS, e-commerce, ERP, warehouse management, CRM, and web analytics. You'll identify who owns them, detail level, and update speed, designing data flows for reliable KPI reports.
KPI-to-source system responsibility matrixPOS and e‑commerce transaction data needsERP and WMS links to cost and inventoryCRM and loyalty data for customer KPIsWeb analytics for traffic and behaviorLesson 3Inventory metrics: stock level, stock-out rate, days of inventory, sell-through rateThis lesson details inventory KPIs like stock levels, stock-out rate, days of stock, and sell-through rate. You'll link these to restocking, allocation, and discount decisions, balancing availability, costs, and cash tied up.
On-hand vs available-to-sell stockMeasuring stock-out rate and lost demandDays of inventory and coverage targetsSell-through rate by product and channelInventory KPIs for replenishment rulesLesson 4Metric definitions and calculation rules to ensure consistencyThis lesson focuses on defining measures and calculation rules for consistency. You'll standardise formulas, time periods, and filters, handle KPI changes, and document meanings so everyone reads dashboards the same way.
Creating a KPI dictionary and ownersStandardizing formulas and filtersHandling returns, cancels, and fraudVersioning and deprecating KPIsGovernance for KPI changesLesson 5Revenue and revenue segmentation (what it measures, why it matters, data sources)This lesson defines revenue and revenue breakdown KPIs, explaining what they measure, why they count, and main data sources. You'll break revenue by channel, product, and customer to find growth and mix improvement chances.
Recognized vs booked revenue rulesRevenue by channel and store typeProduct and category revenue mixCustomer and region revenue splitsUsing segmentation to find growthLesson 6Fulfillment and operations metrics: order cycle time, on-time delivery, fulfillment cost per orderThis lesson looks at fulfillment and operations KPIs such as order cycle time, on-time delivery, and cost per order to fulfill. You'll connect service quality and costs, using measures to better logistics, staffing, and processes.
Order cycle time componentsOn-time delivery and SLA adherenceFulfillment cost per order driversPick, pack, and ship productivityBalancing speed, cost, and qualityLesson 7Channel and campaign metrics: channel attribution, marketing ROI, CACThis lesson covers marketing channel and campaign KPIs like attribution, customer acquisition cost, and return on investment. You'll track spending, check performance across channels, and link marketing measures to later sales and profit results.
Single- vs multi-touch attribution modelsCalculating CAC by channel and campaignMarketing ROI and incremental liftAttribution data requirements and qualityOptimizing budget allocation by KPILesson 8Customer metrics: return rate, repeat purchase rate, customer lifetime value (CLV)This lesson covers customer KPIs including return rate, repeat purchase rate, and customer lifetime value. You'll group customers, track their value over time, and connect customer measures to plans for getting new ones, keeping them, and improving service.
Return rate by product and channelRepeat purchase and retention cohortsCLV models and key assumptionsCustomer segmentation by valueLinking CX initiatives to KPIsLesson 9Gross margin, margin by product and promotion, and contribution marginThis lesson explains gross margin, margins by product and promotion, and contribution margin. You'll link sales, discounts, and costs to profits, using margin KPIs to guide pricing, product selection, and promotion spending decisions.
Gross margin vs markup definitionsAllocating discounts and promo spendMargin by product, category, and channelContribution margin and fixed costsPromo margin and cannibalization impactLesson 10Three to five additional retail BI KPIs discovered via research (examples: basket affinity, markdown rate, lost sales estimate)This lesson introduces advanced retail BI KPIs like basket affinity, markdown rate, and lost sales estimates. You'll see how these measures show customer behaviour, improve pricing and product ranges, and work with main operational KPIs.
Basket affinity and cross-sell analysisMarkdown rate and price realizationEstimating lost sales from stock-outsIdentifying emerging KPIs from dataPrioritizing new KPIs for deploymentLesson 11Sales performance metrics: units sold, average order value, conversion rateThis lesson explains sales performance KPIs like units sold, average order value, and conversion rate. You'll connect sales funnel stages to measures, break down results by channel and product, and use trends to spot issues with pricing, product choice, and customer experience.
Traffic, sessions, and visit qualityDefining and measuring conversion rateAverage order value and driversUnits per transaction and basket sizeSegmenting sales KPIs by channel
