What is engagement score in SAP LOD-CRM - Large Enterprise on Demand Customer Relationship Management?

SAP Term: engagement score

• Component: LOD-CRM

• Component Name: Large Enterprise on Demand Customer Relationship Management

• Description: A dimension of the lead score concept that reflects the behavior of customers and prospects in relation to actios such as clicking a link, opening an e-mail, or submitting a form. Marketing operations users can configure this dimension for corresponding consumer behavior patterns, and define follow-up actions accordingly, to ensure that sales teams focus on the most promising leads. &Example& If an engagement score exceeds 70, then a lead qualification level of "Hot" can be defined by marketing operations users.

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• Key Concepts: 
  Engagement Score is a metric used in the LOD-CRM Large Enterprise on Demand Customer Relationship Management component of SAP. It is a numerical value that measures the level of engagement between a customer and a company. It is calculated based on the customer’s interactions with the company, such as purchases, website visits, and customer service inquiries. 
  
  How to Use It: 
  The Engagement Score can be used to measure the effectiveness of marketing campaigns and customer service initiatives. It can also be used to identify customers who are more likely to purchase products or services from the company. Additionally, it can be used to identify customers who may need additional support or assistance. 
  
  Tips & Tricks: 
  It is important to regularly review and update the Engagement Score in order to ensure accuracy. Additionally, it is important to track customer interactions over time in order to get an accurate picture of customer engagement. 
  
  Related Information: 
  The Engagement Score is closely related to other metrics such as Customer Lifetime Value (CLV) and Customer Satisfaction (CSAT). Additionally, it can be used in conjunction with other metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES).