A: Hi
KPIs are in all departments. Although we have focused on Sales and Marketing becuase they have lots of metrics and transactions to track, customer service is also an excellent area. You have the ability to change the names of the layers to meet your needs. Pretty much everyone does that since all companies are unique.
The principle when using KPI Karta remains the same; you would start by defininig your overall goal and then what critical (Critical Success Factors (CSF)) things you need to do to accomplish that. Then you identify things in more detail until you reach actionable and measurable activities or metrics.
Another client used it for Customer Service and the system made several suggestions for Goals, but she settled on "Expand service range". She then selected CSF of "Innovative service models" and "Leveraging technology". The next layer is the stage your marketing effort is in, but you can create your own layer such as product type you are supporting
or for which type of client and so on. The next layer is the persona of the client you are dealing with. you can either leave that blank or fill it in. When you get to measurable items you could include:
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Customer Effort Score (CES)
% First Contact Resolution (FCR)
Average Response Time
Customer Churn Rate
Customer Retention Rate
Customer Lifetime Value (CLV)
Interactions per Ticket

There are likely lots of others you can think of.
Let me know if that helps