CS Account Complexity and Decision Matrix for LOE

cgreeley Member Posts: 2 Navigator
First Anniversary Photogenic
edited August 2020 in Metrics & Analytics
At a the CS Office Hours on August 6, we were discussing how to qualify the complexity of accounts and subsequently assign resources appropriately. I mentioned a simple tool I built in excel to provide a baseline solution and promised to share. The tool is a weighted decision matrix (WDM); it is a powerful quantitative technique used for evaluating important and complex decisions. This tool has been helpful as it removed the emotion and subjectivity from the decision making process.

Attached is the WDM and it can be customized based on the varying criteria you use to assess complexity. The key to using this tool successfully is to keep the the criteria to no more than 7 decision points. 

I am happy to discuss with anyone that would like to better understand and modify the data for their own use. Please feel free to reach out via LinkedIn.