|
|
|
| Customer Metrics Control Panel |
|
|
|
|
|
|
|
|
The background to this Control Panel is taken from the new book called 'Customer Revolution' by the Patricia Seybold Group.
|
CUSTOMER NUMBERS |
|||
| NAVIGATION | PERFORMANCE | OPERATIONS | ENVIRONMENT |
|
Count of active customers compared to goal Count of active customers per account (business) or household (consumer) compared to goal Count of products & services used by customers per segment compared to goal % share of wallet, account or household per segment compared to goal |
% increase/ decrease in # of active customers per segment (by day/week/month) # of active customers per account or household # of customer referrals by customer segment % increase/ decrease in # of products used by customers per segment (by week/month) % increase/ decrease in share of wallet, account, or household per segment |
Customer acquisition cost per customer segment # of net new prospects (by campaign) Conversion rate of prospects to customers (by campaign) Up-sell/cross-sell success rate by customer segment for additional products and services Win/loss ratio per account or household per segment |
Competitors’ customer acquisition costs Success of competitors’ campaigns % market penetration by competitors Relevant market conditions (economy, regulatory, pricing, other) Size of total market in # of customers and walletshare |
| CUSTOMER RETENTION | |||
| NAVIGATION | PERFORMANCE | OPERATIONS | ENVIRONMENT |
|
% retention/ renewal of active customers by segment compared to goal Average tenure of customers by segment compared to goal # of repeat orders by segment compared to goal # of product or service upgrades by segment compared to goal |
Customer loyalty ratings per segment Customer loyalty ratings per distribution channel & interaction touchpoint Increase/ decrease in repeat orders/ by segment Increase/ decrease in upgrades per segment |
Customer retention cost per segment # of "winback" customers per segment % of customers by segment who have interacted with us (with our partners) within the last quarter % of active customers enrolled in/ with activity in customer loyalty program per segment # of customers "likely to defect" |
Competitors’ customer retention rates Competitors’ average tenure by customer segment Benchmark customer retention rates in other industries |
| CUSTOMER EXPERIENCE | |||
| NAVIGATION | PERFORMANCE | OPERATIONS | ENVIRONMENT |
|
% of customer outcomes met per segment Customer satisfaction ratings per segment Mystery shopper scores Average time to complete key customer scenarios compared to goals % of customer responsiveness objectives met compared to goals for critical customer-impacting tasks |
Customer satisfaction ratings per customer scenario & segment Task-specific customer satisfaction ratings per interaction touch-point & channel Average time to complete key tasks (e.g. Return the correct search result) % accuracy of inventory & pricing info Delivery timeliness and accuracy % product returns End-to-end transaction execution accuracy and speed |
Product feature- or attribute-specific customer satisfaction ratings Critical cycle times Timeliness (as measured by customer) Complexity of interactions (# of steps, # of interactions) Inventory availability Rates of returns, claims, abandonment, Defect rates # of customer support requests % customer support interactions with 1-touch resolution |
Mystery shopper scores for competitors by customer scenario and segment Competitive benchmarks |
| CUSTOMER SPENDING | |||
| NAVIGATION | PERFORMANCE | OPERATIONS | ENVIRONMENT |
|
Revenues per customer Profitability per customer by segment Average order size by customer segment Average spending per customer by customer segment Customer lifetime value by customer segment |
Growth of customer spending by segment Customer acquisition and retention costs by segment Costs-to-serve by segment Increase/ decrease in sales from new products by segment Increase/ decrease in repeat sales by segment |
Early buying signals by customer segment Costs-to-serve by channels, and touchpoints |
Competitors’ revenues per customer by segment Competitors’ profits per customer by segment Benchmark costs to serve Benchmark customer lifetime value |