Lesson 1Financial health: net revenue retention, refunds and chargebacks impactThis part explores financial health key performance indicators like net revenue retention and effects of refunds and chargebacks. You'll match revenue to deductions, watch for losses, and link financial key performance indicators 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 part links each key performance indicator to needed source systems, like point-of-sale, e-commerce, enterprise resource planning, warehouse management, customer relationship management, and web analytics. You'll identify owners, detail levels, and delays, 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 part details stock key performance indicators like stock levels, stock-out rate, days of inventory, and sell-through rate. You'll connect these to restocking, allocation, and discount decisions, balancing availability, costs, and cash flow.
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 part stresses defining metrics and calculation rules for uniformity. You'll standardise formulas, time periods, and filters, handle KPI updates, and record definitions 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 part defines revenue and revenue breakdown key performance indicators, explaining what they track, why they're important, and main data sources. You'll slice revenue by channel, product, and customer to find growth chances and mix improvements.
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 part reviews fulfillment and operations key performance indicators such as order cycle time, on-time delivery, and fulfillment cost per order. You'll link service quality and costs, using metrics to better logistics, staffing, and process setup.
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 part looks at marketing channel and campaign key performance indicators, including attribution, customer acquisition cost, and return on investment. You'll track spending, assess performance across channels, and connect marketing metrics 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 part discusses customer key performance indicators including return rate, repeat purchase rate, and customer lifetime value. You'll group customers, follow their value over time, and tie customer metrics to strategies for gaining 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 part covers gross margin, margins by product and promotion, and contribution margin. You'll connect revenue, discounts, and costs to profitability, using margin key performance indicators to steer pricing, product mix, 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 part brings in advanced retail business intelligence key performance indicators like basket affinity, markdown rate, and lost sales estimates. You'll see how these metrics uncover customer behaviour, fine-tune pricing and product selection, and work alongside main operational key performance indicators.
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 part explains sales key performance indicators like units sold, average order value, and conversion rate. You'll connect sales funnel stages to metrics, break down results by channel and product, and use patterns to spot issues with pricing, product mix, 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
