Configuring the CRM Score

Overview

This article explains the fields factored into the CRM Score, the parts of the CRM Score model that are not configurable, and different ways you can configure the CRM Score to best suit your organization's needs.
 

Fields that are Factored into the CRM Score by Default

Any field that is on the opportunity object in Salesforce and filterable in Clari will be factored into the CRM Score. The CRM Score looks at both history-tracked and non-history-tracked fields. However, Clari does not save a snapshot of the non-history-tracked fields, so the history of changes to the non-history-tracked fields does not factor into the CRM Score. Only the current value of such fields factors in.
 

Positive/Negative Behaviors are Not Configurable

Clari looks at up to 2 years of historical CRM data and identifies patterns among historical won/lost deals. Clari then associates certain behaviors or scenarios with positive (won) or negative (lost) outcomes. It is not possible to dictate whether a specific behavior/scenario is positive or negative for the CRM Score.

Suppose a new field is added to the CRM Score model (by making the field filterable in Opportunities). In that case, Clari will begin evaluating the new field to decide what behaviors contributed to the deal's positive/negative outcome.
 

Ways to Configure the CRM Score Model

Exclude irrelevant fields from being factored into the score

By default, the CRM Score considers all filterable fields, but you may exclude specific fields from the CRM Score’s consideration.

Create CRM Score “buckets” for different types of deals

Your different types of opportunities (i.e., new business, upsells, renewals) may behave quite differently. The behaviors that are positive indicators for a new business deal may not be at all similar to the behaviors that are positive indicators for a renewal deal. Creating buckets for different types of deals allows you to compare apples to apples.

You can even be more granular and create buckets such as:

• Type = New Business and Account Segment = Commercial
• Type = New Business and Account Segment = Enterprise
• Type = Renewal and Account Segment = Commercial
• Type = Renewal and Account Segment = Enterprise

Excluding Deals from the CRM Score Model

Clari can set a “history cutoff date” to exclude any data prior to the specified date. This is particularly useful if your sales process has changed dramatically, and you don’t want “irrelevant” data from deals associated with your old sales process to affect the CRM Score calculations.

Note: The history cutoff date also affects the AI Projection calculation.

Excluding Fields from the CRM Score Model

Your Clari CSM can send over the lists of fields that are factored into the CRM Score at your request. If you would like any fields from the list to be excluded from the CRM Score model, simply ask your CSM to remove them. 

How often is the CRM Score updated?

Please note that because the CRM Score data is refreshed every 12 hours, it may take up to 12 hours for a newly created opportunity to populate a CRM Score.