Manage efficiently customer information
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
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:
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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’.
KPI in Excel – Screenshot:
