Customer Relationship

Customer service is the foundation of customer relationship. Consequently, many companies have implemented CRM systems, to analyze customer behavior to plan and optimize marketing tactics and improve customer loyalty

Customer Segmentation

• Lifetime Value Score, Profit Deciles, Campaign Response Rate, Revenue per Customer, Top 10 Customer Segments by Revenue, Bottom 10% of Segments, by Contribution, Gross Margin, Active Customers 
• Customer value—Profit by Customer Quartile, Revenue per Customer, Customer Loyalty Analysis, Attrition Rate, Percentage Variance in Profit, Bottom 25% of Customers by Profit, Top 15 Products by Profit.

Crass Sell Opportunities

• ‘Market Basket’ Analysis and Cross-Sell Campaign Results—product affinity rate, percentage change in product sales, top 3 related Products by Profit, forecast profit, percentage penetration in market, campaign ROI, percentage change in margin year over year

Customer Acquisition

• Customer acquisition, retention and attrition analysis – Percentage Attrition, Retention Offer Success Rate, New to Loyal Customer, Conversion Rate, Top 3 Retention Offers, Top 10 Reasons for Attrition, Revenue Per New Customer, Profit Margin per New Customer, Forecast Attrition Rate, Percentage Change in Acquisition Year

Customer Service

• Issue Response Time, Number of Issues Resolved, Number of Issues Outstanding, Daily Call Count, Cost of Service, Percentage of Calls Blocked, Top 10 Products Resulting, in Complaint, Customer Satisfaction Rating