Performance Tools for CRM

KPI Name: Customer Value Balanced Scorecard Metrics

Related KPIs: Customer Relationship, Call-Center, Help Desk, Interactive Voice Response, Customer Profitability, Customer Profiling, Customer Conversion, Customer Loyalty

• Download Customer Value KPI trial version
• Buy Customer Value KPI full version

Customers also viewed: Customer Profitability | Customer Profiling.

Sample reports:

Some reports were generated with Balanced Scorecard Designer for the Customer Value Balanced Scorecard Metrics KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:

• Check Overview KPI Report sample.
• Check Full HTML Scorecard Report sample.
• Check Diamond Style Report sample.

Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

KPIs in Customer Value

Organizations can concentrate the value offered to customers by summing up the requirements in terms of indicators. Some of the aspects that can prove useful in the context are- Framework, Operations and Benefits, Performance and Analysis.

The KPIs for Analysis can be- number of buying factors’ covered, number of dimensions considered, value of the customer ratio and benchmarks spanned.

Evaluation of Performance is feasible via the KPIs like Customer Assistance Level, Customer Profitability Jump, Interactive Relationship Index and Satisfaction to Value Perceived Improvement.

Framework Perspective can be had with Customer Intimacy Ratio, Quality Conformance ratio and Customer Value Increment.

Operations and Benefits aspect can be obtained through metrics such as- Drop in Customer Complaints, Customer Attrition and number of techniques utilized in analysis.

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KPI Name: Customer Profiling Balanced Scorecard Metrics

Related KPIs: Customer Relationship, Call-Center, Help Desk, Interactive Voice Response, Customer Profitability, Customer Value, Customer Conversion, Customer Loyalty

• Download Customer Profiling KPI trial version
• Buy Customer Profiling KPI full version

Customers also viewed: Business Intelligence Metrics

Sample reports:

Some reports were generated with Balanced Scorecard Designer for the Customer Profiling Balanced Scorecard Metrics KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:

• Check Overview KPI Report sample.
• Check Full HTML Scorecard Report sample.
• Check Diamond Style Report sample.

Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

Customer Profiling revolves around understanding the reasons that underlie ‘formation’, ‘expansion’ and ‘dilution’ of customer base of the company. Stepping into these details will offer answers to the much troubling questions organizations have to deal with, such as ‘why do we have a low customer retention ratio?’, ‘what should we offer to customers to make them recommend our product to their relatives?’ etc.

One can obtain solutions to these by employing a ‘tracking tool’ like BSC (Balanced Scorecard). The perspectives that can be of help are- ‘Benefits and Performance Perspective’, ‘Process Perspective’, ‘Buying Behavior Perspective’ and ‘Integration and Best Practices Perspective’.

The indicators for Performance and benefits and Perspective can be ‘customer retention ratio’, ‘issues addressing index’, ‘customer base expansion’ and ‘cost: revenue ratio’.

The next area is process perspective. The parameters can be- ‘number of areas covered’, ‘number of techniques utilized’, ‘number of technological solutions used’ and ‘time taken to conduct the complete study’.

Integration and Best Practices perspective can be evaluated via the metrics like ‘staff fraction’, ‘database alignment’ and ‘best practices abiding ratio’.

Buying behavior perspective can be had with indicators like ‘proportion of customer base which showed an increase in frequency of buying’, ‘customization climbing’ and ‘increase in sales per customer basis’.

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KPI Name: Customer Profitability Balanced Scorecard Metrics

Related KPIs: Customer Relationship, Call-Center, Help Desk, Interactive Voice Response, Customer Profiling, Customer Value, Customer Conversion, Customer Loyalty

• Download Customer Profitability KPI trial version
• Buy Customer Profitability KPI full version

Customers also viewed: Finance Metrics

Sample reports:

Some reports were generated with Balanced Scorecard Designer for the Customer Profitability Balanced Scorecard Metrics KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:

• Check Overview KPI Report sample.
• Check Full HTML Scorecard Report sample.
• Check Diamond Style Report sample.

Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

Customer profitability is often taken up by organizations to spot the ‘black sheep’ of customer base. This becomes a need-of-the-hour when the costs being incurred in maintaining the customers is falling heavy on the revenues being collected. In such cases, a filtering is needed. The task can be successfully accomplished using the concept of BSC (Balanced Scorecard).

The indicators to judge the Average Lifetime Value are- discount rate, Retention Cost, Profit margin and period.

Customer Retention Potential can be measured via parameters like number of switch barriers, retention rate, customer
satisfaction and offers’ attractiveness index. This category is useful in knowing the ability of the management in retaining the existing customers.

Moving on, the Revenue Collection Perspective can be obtained by utilizing the metrics such as Autonomous revenue surge, cross-selling climbing index, up-selling revenue rise and reference value.

Eventually, the Process Performance can be had with metrics such as ‘rise in customer segmentation tuning’, ‘customer margin rise’, ‘customer lifetime value’ and ‘scaling customer impact’.

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KPI Name: Product Knowledge Management Balanced Scorecard Metrics

Related KPIs: Project Management, Product Launch, Operations, Risk Metrics, Change Management, Resource Management, Communication Measurements, Time Management, Cost Management, Knowledge management, Intellectual Capital, Natural Disaster Management, Data Records Management, Resaturant, Cafe, Hypermarket

• Download Product Knowledge Management KPI trial version
• Buy Product Knowledge Management KPI full version

Customers also viewed: Customer Relationship Scorecards | Change Management Scorecard

Sample reports:

Some reports were generated with Balanced Scorecard Designer for the Product Knowledge Management Balanced Scorecard Metrics KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:

• Check Overview KPI Report sample.
• Check Full HTML Scorecard Report sample.
• Check Diamond Style Report sample.

Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

Every day a new product is launched in the market but the successful ones are those that perfectly suit the requirements of customers. A product matching the requirements of customers can be designed only when sufficient knowledge is available about the product and that knowledge is managed efficiently. KPIs are the financial and non-financial metrics arranged in a balanced scorecard that measures the performance of an organization.

KPIs for product knowledge management are grouped into four perspectives: financial, customer, internal process and innovation perspective.

Financial perspective specifies the financial savings and expenditure due to proper management of product knowledge and contains KPIs like percentage increase in product training cost, percentage increase in R & D expenditure, average cost of product KM initiatives and percentage savings in operational cost.

Customer perspective judges the customer perception and comprises of KPIs like percentage reduction in number of customer complaints, percentage increase in number of repeat customers, average customer satisfaction scores and percentage decrease in repairs and replacement cases.

Internal process perspective includes KPIs such as success rate of new products, number of product knowledge management systems installed, number of new models introduced and percentage reduction in defective products. This perspective judges the performance of internal processes of the company.

The innovation perspective gives details of the innovations and inventions done to improve quality and enhance efficiency. The KPIs for this perspective are number of external knowledge links, number of new projects undertaken, technical training sessions and number of product design sessions.

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The CRM scorecard was designed as a universal scorecards, giving businesses a possibility to evaluate the performance of Customers Relationship in the company.

KPI Name: Customer Relationship Balanced Scorecard Metrics

Related KPIs: Call-Center, Help Desk, Interactive Voice Response, Customer Profitability, Customer Profiling, Customer Value, Customer Conversion, Customer Loyalty

• Download Customer Relationship KPI trial version
• Buy Customer Relationship KPI full version

Customers also viewed: Knowledge Management Metrics Pack | Marketing Research

Sample reports:

Some reports were generated with Balanced Scorecard Designer for the Customer Relationship Balanced Scorecard Metrics KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:

• Check Overview KPI Report sample.
• Check Full HTML Scorecard Report sample.
• Check Diamond Style Report sample.

Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

Customer segmentation is a critical means of customer evaluation. It is no secret that not all customers have similar value for a business. For survival and prosperity sake businesses have to make a choice and invest money and effort into building strong relationships with those clients that will bring affluence and success to the company.

However, in spite of all endeavours something may still go wrong and the most promising customers may turn into passive or even dissatisfied clients. Then it is time for your recovery policy to prove its efficiency. If your company can turn dissatisfied or passive customers into delighted and happy clients, if it can cipher out discontentment at its early stages then you can kick-start profitable relationships with your customers anew.

KPI in Excel – Screenshot:

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