HRMLESS is a software company that excels in developing HR and applicant-tracking software. Their platform is already in production, allowing them to collect real customer behavior data. However, a significant challenge they face is that their CRM KPIs are unvalidated, and there's uncertainty around whether these metrics accurately reflect the business's performance and customer experience.

This gap in validated KPIs can have detrimental effects on business decisions, customer satisfaction, and overall company performance. Without a clear understanding of customer friction points and reliable metrics, HRMLESS struggles to optimize their customer experience and improve their services effectively.

The project directly addresses this challenge by providing students with an opportunity to develop and validate these KPIs and audit the existing dashboards. By doing so, students will help HRMLESS identify trustworthy metrics and areas where customers face difficulties, ultimately leading to enhanced customer success strategies.

The project comprises several key phases, including data analysis, KPI validation, dashboard auditing, and strategy formulation. Each phase offers a unique learning opportunity for students to apply their knowledge of applied statistics, data management, and customer service. This project will equip students with critical skills such as consulting, data analysis, and strategic thinking, which are highly relevant in real-world careers across various industries.