Lesson 1Financial health: net revenue retention, refunds and chargebacks impactThis section looks at financial health KPIs like net revenue retention and effects of refunds and chargebacks. You will match revenue to cuts, watch for losses, and link financial KPIs to customer and risk actions.
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 section maps each KPI to source systems like POS, e-commerce, ERP, warehouse management, CRM, and web analytics. You will find owners, detail levels, delays, and plan data flows for steady, trusted 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 section details inventory KPIs like stock levels, stock-out rate, days of inventory, and sell-through rate. You will link them to restocking, sharing stock, and price cuts, balancing supply, cost, and cash needs.
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 section stresses defining metrics and calculation rules for sameness. You will standardise formulas, time periods, and filters, handle KPI changes, and write down 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 section defines revenue and how to segment it, what it measures, why it counts, and data sources. You will break revenue by channel, product, and customer to find growth chances and better mixes.
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 section checks fulfillment and operations KPIs like order cycle time, on-time delivery, and cost per order. You will connect service quality and costs, using metrics 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 section covers marketing channel and campaign KPIs like attribution, customer acquisition cost, and return on investment. You will track spending, check performance across channels, and connect marketing 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 section looks at customer KPIs like return rate, repeat purchase rate, and customer lifetime value. You will group customers, track their value over time, and link metrics to getting new ones, keeping them, and improving their experience.
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 section covers gross margin, margins by product and promotion, and contribution margin. You will link sales, discounts, and costs to profits, using margin KPIs to guide pricing, assortment, 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 section brings in advanced retail BI KPIs like basket affinity, markdown rate, and lost sales estimates. You will see how these show customer behaviour, improve pricing and assortment, 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 section explains sales KPIs like units sold, average order value, and conversion rate. You will connect sales funnel stages to metrics, break down results by channel and product, and use trends to spot issues with pricing, assortment, and user experience.
Traffic, sessions, and visit qualityDefining and measuring conversion rateAverage order value and driversUnits per transaction and basket sizeSegmenting sales KPIs by channel
