Key Performance Campaigns

Key Performance Campaigns

A Key Performance Campaign (KPC) is a campaign which, regardless of its tier, needs to be handled with the utmost care and attention.

Key Performance Campaigns must meet 2 of the following criteria:

• High visibility campaign

• A make good or winback campaign that will impact future spend

• A new client/agency or test pilot to determine future spend

  • Test pilot can be a new client for existing agency with whom we are currently working

• Difficulty delivering previous campaign(s)

• First purchase from client/agency in 9 months or longer

A KPC campaign case will be marked as “True” in the Key Performance Campaign field if it meets at least 2 of the criteria above.

At what point will the DM decide/categorize the campaign as KPC=True?

The DM needs to do the following for KPCs:

1. Any program that is considered a high visibility program must be made priority #1 because even the smallest mistake/issue/challenge is magnified on those.

2. If the stakeholders agree that a program is considered a KPC, then the DM should be expected to drop everything and work on any situation that arises regarding this campaign.

However, the stakeholders must acknowledge the fact that by default, other campaigns may be impacted depending on the complexity of what is required and the duration of time needed to satisfactorily address the requirement. This becomes especially true if more than one key performance campaign needs high attention from the same person at a time.

3. Delivery reply SLA:
   For example, if our normal reply SLA is same day, the reply for KPC's could be 1 hour. Reply doesn't equal resolution in all cases. In some, it might. So then the SLA for resolution could be 4 business hours. There are always the asterisks where it's not physically or technically possible to resolve something within 4 hours, but those will be edge cases.

Key Performance Campaign field Sync between Salesforce Opportunities and Cases:

In Salesforce, there is a field called "Key Performance Campaign" that sits in the opportunities as well as the cases.

There is a direct sync between the opportunity field and the case field.

Once the field in an opportunity is populated with "Yes" by a CSM team lead, the field will be auto-populated in the cases which are related to the opportunity with "Yes".