Measuring impact

Project Overview:

At Cegid Retail, data was being collected by multiple teams—sales, CSM, marketing, product, and professional services—but silos prevented alignment. Each department had its own metrics, tools, and interpretations, leading to communication gaps, outdated ways of working, and missed opportunities to understand real user behavior. The Data Alignment project was launched to bring coherence across departments, establish shared KPIs, and create a stronger connection between user needs, business goals, and product evolution.

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What I did:

• Led the cross-department research effort, consolidating data types (structured, behavioral, undocumented) into a shared framework.
• Facilitated workshops with stakeholders from product, sales, CSM, and marketing to identify misalignments and build collaboration hypotheses.
• Designed the Data Alignment framework: a structure to track business, diagnostic, behavioral, and user experience KPIs consistently.
• Proposed and documented shared adoption metrics (e.g., task completion, time-to-success, feature usage, referrals) to complement business KPIs like MRR, churn, and CLV.
• Developed a roadmap for ongoing UX research and usability testing to ensure data-driven iterations every 6–8 months.

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Impact

• Created a shared language for metrics across departments, reducing friction and improving decision-making.
• Strengthened the link between user research and business goals, guiding product iterations with real user behavior.
• Designed transversal KPIs to increase clarity on adoption, satisfaction, and usability across teams.
• Built a behavioral KPI model shifting analytics from passive metrics to actionable signals for PMs, CSMs, and Sales.
• Connected UX metrics (e.g., task success, GenAI adoption) to product health, informing roadmap prioritization.
• Established a UX-led measurement loop, enabling faster, smarter team decisions.
• Created visibility into adoption maturity, helping teams identify low-engagement clients earlier.
• Laid the foundation for scalable measurement practices that evolve with product growth.
• Laid the foundation for scalable measurement practices, aligning with Cegid’s broader optimization efforts. This type of data alignment has been shown to deliver measurable value at Cegid—e.g., €6M annual savings and 27% growth without infrastructure increase (Capacitas study).

Client-Centric Approach

The project always kept end users in focus. By mapping the disconnect between customer needs and user pain points, the framework ensures teams move beyond siloed metrics to track what truly matters: how real people adopt, use, and succeed with Cegid products.
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Expert Team

This project was only possible through collaboration with:

• CSM & Sales: direct client and store feedback.
• Marketing: competitor research and market insights.
• Product & UX: usability testing, adoption research, and analytics setup.
• Professional Services & External Advisors: technical insights and AI-driven recommendations.

Together, we built a 360° view of user and customer journeys.
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Guaranteed Excellence

By aligning departments on shared KPIs, Cegid is now equipped to:

• Improve product adoption rates with confidence.
• Continuously monitor user satisfaction and friction points.
• Reduce churn through better customer success alignment.
• Scale data practices in a way that balances business outcomes with human experience.