Customer Profitability Scorecard | Balanced Scorecard Report

This is a Customer Profitability Metric Dashboard (Diamond) Report, it is one of reports that Balanced Scorecard Designer can generate for Customer Profitability KPI. With this software you can also design your own scorecards, KPIs and metrics.


Customer Profitability Scorecard

Report includes: 2 day(s), from 17.02.2009 to 18.02.2009

  Name Start value End value Dynamic Contains
Root Customer Profitability Scorecard  55,27 % 49,16 % -6,11 %
Average Lifetime Value(42,8%, -7,4%Down)
Customer Retention Potential(59,2%, 5,07%Up)
Revenue Collection Perspective(46,2%, -8,27%Down)
Process Performance Perspective(46,6%, -18,79%Down)

Graph for Customer Profitability Scorecard

Graph for Customer Profitability Scorecard

Data for Customer Profitability Scorecard

DatesValue
17.02.200955,27
18.02.200949,16


Average Lifetime Value

  Name Start value End value Dynamic Parent Contains
Root Average Lifetime Value SLYellow 50,18 % 42,78 % -7,4% Customer Profitability Scorecard
Indicators
Discount Rate
Retention Cost
Profit margin
Period *
* - Information for this metric is limited in sample report Description This perspective is to obtain the worth of each customer so as to decide the future course of action. Theoretically, it is equal to the present value of the future cash flows that are expected from the customers. Inculcating this concept into the marketing department of the organization helps in aiming for long term gains, rather than focusing on the short term ones.

Graph for Average Lifetime Value

Graph for Average Lifetime Value

Data for Average Lifetime Value

DatesValueWeight
17.02.200950,183
18.02.200942,783


Discount Rate

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Discount Rate DownGreen 10,072 8,368 -1,704 % Minimize Average Lifetime Value
Description Certain cost of capital is used to discount the future revenue from customers. This is the discount rate.

Graph for Discount Rate

Graph for Discount Rate

Data for Discount Rate

DatesWeightMinMaxValue
17.02.2009381610,072
18.02.200938168,368


Retention Cost

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Retention Cost DownGreenSLYellow 451,4 328,55 -122,8 $ Minimize Average Lifetime Value
Description This KPI is equal to the amount spent by the company to keep an existing customer. This includes costs such as billing, incentives given for promotion etc.

Graph for Retention Cost

Graph for Retention Cost

Data for Retention Cost

DatesWeightMinMaxValue
17.02.2009250500451,4
18.02.2009250500328,55


Profit margin

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Profit margin DownRed 405,95 131,18 -274,8 $ Maximize Average Lifetime Value
Description This gives the margin managed, on per customer basis over one year period.

Graph for Profit margin

Graph for Profit margin

Data for Profit margin

DatesWeightMinMaxValue
17.02.2009390800405,95
18.02.2009390800131,18


Customer Retention Potential

  Name Start value End value Dynamic Parent Contains
Root Customer Retention Potential SLYellow 54,17 % 59,24 % + 5,07% Customer Profitability Scorecard
Indicators
Number of switch barriers
Retention rate
Customer Satisfaction
Offers' Attractiveness Index *
* - Information for this metric is limited in sample report Description This group of indicators weighs the potential of company in retaining the customers.

Graph for Customer Retention Potential

Graph for Customer Retention Potential

Data for Customer Retention Potential

DatesValueWeight
17.02.200954,173
18.02.200959,243


Number of switch barriers

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Number of switch barriers UpGreenSLYellow 4,325 5,675 + 1,35 # Maximize Customer Retention Potential
Description This is equal to the number of hurdles that the company considers useful in preventing customers from moving to the competitor's product.

Graph for Number of switch barriers

Graph for Number of switch barriers

Data for Number of switch barriers

DatesWeightMinMaxValue
17.02.20093384,325
18.02.20093385,675


Retention rate

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Retention rate DownRedSLYellow 96,24 84,64 -11,6 % Maximize Customer Retention Potential
Description This metric is to know the extent to which the company has so far succeeded in holding the customer base to its own products and services.

Graph for Retention rate

Graph for Retention rate

Data for Retention rate

DatesWeightMinMaxValue
17.02.200922010096,24
18.02.200922010084,64


Customer Satisfaction

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Customer Satisfaction UpGreen 4,708 5,293 + 0,585 Score Maximize Customer Retention Potential
Description The value of this parameter can be obtained by using a scale of 1-10. A survey run with a portion of the customer base can be run to have the value.

Graph for Customer Satisfaction

Graph for Customer Satisfaction

Data for Customer Satisfaction

DatesWeightMinMaxValue
17.02.200931104,708
18.02.200931105,293


Revenue Collection Perspective

  Name Start value End value Dynamic Parent Contains
Root Revenue Collection Perspective SLYellow 54,44 % 46,17 % -8,27% Customer Profitability Scorecard
Indicators
Autonomous revenue surge
Cross- Selling climbing index
Up-Selling Revenue rise
Reference value *
* - Information for this metric is limited in sample report Description This class of indicators is to 'assess' the various ways which are providing revenue to the company.

Graph for Revenue Collection Perspective

Graph for Revenue Collection Perspective

Data for Revenue Collection Perspective

DatesValueWeight
17.02.200954,442
18.02.200946,172


Autonomous revenue surge

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Autonomous revenue surge DownRedSLYellow 78,11 51,59 -26,52 % Maximize Revenue Collection Perspective
Description The value of this KPI can be calculated using the standard ways like that of 'demand forecasting' or 'multinomial logit models'. The increase can be had on yearly basis.

Graph for Autonomous revenue surge

Graph for Autonomous revenue surge

Data for Autonomous revenue surge

DatesWeightMinMaxValue
17.02.200932015078,11
18.02.200932015051,59


Cross- Selling climbing index

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Cross- Selling climbing index UpGreenSLYellow 0,3709 0,4294 + 0,0585 # Maximize Revenue Collection Perspective
Description This KPI helps in judging the degree to which relationship of the given product can be extended with 'other related or associated' products. For instance, a life insurance company can decide to club the selling of its product with that of an automobile insurance seller's.

Graph for Cross- Selling climbing index

Graph for Cross- Selling climbing index

Data for Cross- Selling climbing index

DatesWeightMinMaxValue
17.02.200930,110,3709
18.02.200930,110,4294


Up-Selling Revenue rise

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Up-Selling Revenue rise DownRedSLYellow 0,9936 0,5928 -0,401 # Maximize Revenue Collection Perspective
Description This is to know the increase in 'purchase frequency' and 'intensity' in the buying behavior and occurs when loyal customers buy additional numbers of the 'same' product.

Graph for Up-Selling Revenue rise

Graph for Up-Selling Revenue rise

Data for Up-Selling Revenue rise

DatesWeightMinMaxValue
17.02.200920,210,9936
18.02.200920,210,5928


Process Performance Perspective

  Name Start value End value Dynamic Parent Contains
Root Process Performance Perspective SLYellow 65,41 % 46,62 % -18,79% Customer Profitability Scorecard
Indicators
Rise in Customer segmentation tuning
Customer margins Rise
Scaling Customer Impact
Customer Lifetime value *
* - Information for this metric is limited in sample report Description This category of indicators is to assess the whole process of customer profitability.

Graph for Process Performance Perspective

Graph for Process Performance Perspective

Data for Process Performance Perspective

DatesValueWeight
17.02.200965,412
18.02.200946,622


Rise in Customer segmentation tuning

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Rise in Customer segmentation tuning DownRedSLRed 0,9344 0,2912 -0,643 # Maximize Process Performance Perspective
Description This indicator gives the way the management perceives, customer segmentation has improved.

Graph for Rise in Customer segmentation tuning

Graph for Rise in Customer segmentation tuning

Data for Rise in Customer segmentation tuning

DatesWeightMinMaxValue
17.02.200920,210,9344
18.02.200920,210,2912


Customer margins Rise

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Customer margins Rise DownRedSLRed 81,75 67,19 -14,56 % Maximize Process Performance Perspective
Description This is to have the jump in customer margins over a period of one year.

Graph for Customer margins Rise

Graph for Customer margins Rise

Data for Customer margins Rise

DatesWeightMinMaxValue
17.02.200932015081,75
18.02.200932015067,19


Scaling Customer Impact

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Scaling Customer Impact DownRedSLYellow 5,743 2,593 -3,15 Score Maximize Process Performance Perspective
Description Using a scale numbered from 1-10, one can assess the value of customer impact.

Graph for Scaling Customer Impact

Graph for Scaling Customer Impact

Data for Scaling Customer Impact

DatesWeightMinMaxValue
17.02.200921105,743
18.02.200921102,593
Created by: AKS-Labs
Report created with Balanced Scorecard Designer at 13.02.2009 9:46:39

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