Category: (5) eTOM Process Type
Process Identifier: 1.1.19.1.3.3
Original Process Identifier:
Maturity Level: 4
Define a key quality/performance indicator that will be used when evaluating a loyalty program.
Define Loyalty Program Key Performance Indicator defines a key quality/performance indicator (KQI/KQI) that will be used when evaluating a loyalty program. KQIs/KPIs may be used to measure financials, such as cost per participant and program break even point, participant acceptance, market penetration. Note that this process uses a generalized set of metric processes to define the KPIs, thresholds, and consequences, both positive and negative, associated with thresholds.