A Target Client Engagement Score is a calculated number you want to achieve with a particular client segment. The Client Engagement Score (blue line) is a weighted average of the Client Experience Activities delivered in the past or forecast in the
future.
The individual Client Experience Activity Scores are calculated by the following formula:
- Engagement Factor * Seniority Factor
Engagement Factors
- High = 100
- Medium = 50
- Low = 25
Seniority Factors
- Top Manager = 1.0
- Senior Manager = 0.75
- Middle Manager = 0.5
- Power User = 0.25
- General Employee = 0.1
Examples:
- IT Infrastructure Audit (100) with Top Manager (1.0) = 100
- Strategic Business Review (100) with Senior Manager (0.75) = 75
- Lunch & Learn (50) with Middle Manager (0.5) = 25
This helps you to set proper expectations of the engagement of the different client segments. It also helps communicate your expected deliverables to your Account Managers and set proper expectations with the client as well.
As you assign playbooks to clients and log activities, you can review which clients are on and off target.