Performance Tools for CRM

KPI Name: Conference Balanced Scorecard Metrics

Related KPIs: Web Investment, Brand Evaluation, Marketing, Direct Mail, Content Management, Trade Show, Word of Mouth Marketing

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Customers also viewed: Advertising Metrics

Sample reports:

Some reports were generated with Balanced Scorecard Designer for the Conference 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:

Conferences and exhibitions are highly planned acts. Their success lies in the extent to which these are able to attain the aims they were arranged for within the given cost and time frame. To do this, a tracking system has to be in place. KPIs have often been called the SMART (Specific, Measurable, Actionable, Relevant and Time-Bound) parameters to gauge any task that involves an inter play of factors and they naturally find application in this domain.
Financial aspect needs to be evaluated to make sure that the cost deadline is met. This can be done by assigning suitable values to indicators like, percent decrease in cost per attendee, Lodging: Total Cost Ratio, amount spent on publicity.
Planning can be done by number of contingency plans, number of ways to spread information used and percent stretch possible in budget.
Information Management and Scheduling Perspective can be obtained with number of ways to communicate, ways to register and number of information management sessions held. This covers the ancillary tasks to be completed.
Brand Building can be achieved with number of known personalities hired, time spent in publicity and press release.

KPI in Excel – Screenshot:

admin KPI conference, customer, KPI

KPI Name: Marketing Metrics Balanced Scorecard for Excel

Related KPIs: Web Investment, Brand Evaluation, Direct Mail, Content Management, Trade Show, Conference, Word of Mouth Marketing

• Download Marketing KPI trial version
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Customers also viewed: Business Intelligence Scorecard Metrics Pack | Advertising Metrics Pack | Product Launch | Product Knowledge Management

Sample reports:

Some reports were generated with Balanced Scorecard Designer for the Marketing Metrics Balanced Scorecard for Excel 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:

We have developed a Marketing Balanced Scorecard for Excel that will help marketing professionals to describe the marketing processes and measure their efficiency. Top managers will find a nice dashboard which will provide them with necessary information about how their marketing department is performing. This KPI system will also help to benchmark one marketing department against another one, giving a performance-based evaluation of the marketing processes.

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KPI Name: Customer Loyalty Balanced Scorecard Metrics

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

• Download Customer Loyalty KPI trial version
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Customers also viewed: Personal Metrics

Sample reports:

Some reports were generated with Balanced Scorecard Designer for the Customer Loyalty 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:

To make customers stick to a company’s brand, one needs to invariably engage in ‘recurrent’ and ‘clear’ communication with the prospects. By using effective tools for establishing a two-way conversation platform with the clients, the management can be assured of making those customers come back time and again. However, a complete and effectual follow-up system has to be in place for achieving this and this where BSC comes into play.

The perspectives, which can help pertain to areas like ‘Customer care’, ‘Financial and process aspects’, ‘Feedback’ and ‘Customer Loyalty Assessment’.

The specific indicators to be follow Customer Care Perspective can be- Training per Employee, Customer Expectation Meeting ratio, Number of Additional benefits provided and Degree of offering’s personalization ratio.

Financial and process Perspective can be evaluated via metrics like ‘Fall in Customers’ grievances redressal’, ‘ROI jump’ and ‘Types of communication systems’.

Customer Loyalty Assessment Perspective can be assessed by using parameters such as ‘Number of Loyalty schemes run’, ‘Highly profitable customer base’ Expansion’ and ‘Frequency Rate Rise’.

Feedback Perspective is yet another area to be looked into. The indicators for this aspect can be- % drop in Lapsed Customer, Complaints Decline and Average Repeat Rate.

KPI in Excel – Screenshot:

admin KPI customer, KPI, loyalty, metrics, scorecard

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
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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.

KPI in Excel – Screenshot:

admin KPI customer, KPI, value

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
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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’.

KPI in Excel – Screenshot:

admin KPI customer, information, KPI, profile

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’.

KPI in Excel – Screenshot:

admin KPI customer, KPI, profitability