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

Customer Relationship Scorecard

Report includes: 1 day(s), from 28.10.2008 to 28.10.2008

Name

Start value

End value

Dynamic

Contains

Customer Relationship Scorecard

43,74 %

0 %

Market Invasion	(37%, 0%)
Customer Quality	(41,4%, 0%)
Customer Segmentation	(43,1%, 0%)
Damage and Recovery Manager	(57,9%, 0%)

Graph for Customer Relationship Scorecard

Data for Customer Relationship Scorecard

Dates	Value
28.10.2008	43,74

Market Invasion

Name

Start value

End value

Dynamic

Parent

Contains

Market Invasion

36,98 %

Customer Relationship Scorecard

Indicators

Accession Rate

Diminution Rate

Market Penetration *

Retention Rate *

* - Information for this metric is limited in sample report Description Evaluation of the scope and speed of market invasion

Graph for Market Invasion

Data for Market Invasion

Dates	Value	Weight
28.10.2008	36,98	3

Accession Rate

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Accession Rate	14,025	14,025	0	Score	Maximize	Market Invasion

Description The number of new customers
Target description People

Graph for Accession Rate

Data for Accession Rate

Dates	Weight	Min	Max	Value
28.10.2008	6	5	100	14,025

Diminution Rate

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Diminution Rate	57,175	57,175	0	%	Minimize	Market Invasion

Description The number or percentage of lost customers

Graph for Diminution Rate

Data for Diminution Rate

Dates	Weight	Min	Max	Value
28.10.2008	1	10	85	57,175

Customer Quality

Name

Start value

End value

Dynamic

Parent

Contains

Customer Quality

41,44 %

Customer Relationship Scorecard

Indicators

Customer Loyalty

Customer Value

Customer Long-Term Value *

Customer Life Span *

* - Information for this metric is limited in sample report Description Evaluation of the quality of customers.

Graph for Customer Quality

Data for Customer Quality

Dates	Value	Weight
28.10.2008	41,44	3

Customer Loyalty

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Customer Loyalty	49,13	49,13	0	%	Maximize	Customer Quality

Description Tendency of a customer to choose your business or product over another business.
Target description Assessment is based on the calculation of recency, frequency and the dollar amount of purchases.

Graph for Customer Loyalty

Data for Customer Loyalty

Dates	Weight	Min	Max	Value
28.10.2008	7	10	80	49,13

Customer Value

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Customer Value	36,739	36,739	0	Score	Maximize	Customer Quality

Description The profit the customer brought to the business?
customer costs, i.e. costs to acquire, develop, and retain customers
Target description USD

Graph for Customer Value

Data for Customer Value

Dates	Weight	Min	Max	Value
28.10.2008	1	1	100	36,739

Customer Segmentation

Name

Start value

End value

Dynamic

Parent

Contains

Customer Segmentation

43,15 %

Customer Relationship Scorecard

Indicators

Happy Customers

Satisfied Customers

Dissatisfied Customers *

Customer Potential *

* - Information for this metric is limited in sample report Description Assessment of customer differentiation

Graph for Customer Segmentation

Data for Customer Segmentation

Dates	Value	Weight
28.10.2008	43,15	2

Happy Customers

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Happy Customers	22,235	22,235	0	%	Maximize	Customer Segmentation

Description The number or percentage of customers that often and on a large
scale use the services of the business and are completely satisfied
with the services provided

Graph for Happy Customers

Data for Happy Customers

Dates	Weight	Min	Max	Value
28.10.2008	2	5	50	22,235

Satisfied Customers

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Satisfied Customers	38,985	38,985	0	%	Maximize	Customer Segmentation

Description The number or percentage of customers that are satisfied with the
services provided, however they do not have an active, constantly developing relationship with the business

Graph for Satisfied Customers

Data for Satisfied Customers

Dates	Weight	Min	Max	Value
28.10.2008	1	5	40	38,985

Damage and Recovery Manager

Name

Start value

End value

Dynamic

Parent

Contains

Damage and Recovery Manager

57,94 %

Customer Relationship Scorecard

Indicators

Risk Factor

Dissatisfaction Management

Damage Control *

Customer Recovery *

Service Quality *

* - Information for this metric is limited in sample report Description Evaluation of the damage that has been done to the business or it may suffer in future due to poor customer relationship. Assessment of the effectiveness of the measures taken by the company to improve the situation.

Graph for Damage and Recovery Manager

Data for Damage and Recovery Manager

Dates	Value	Weight
28.10.2008	57,94	2

Risk Factor

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Risk Factor	64,085	64,085	0	%	Minimize	Damage and Recovery Manager

Description The number or percentage of high loyalty customers who are at
risk of breaking relationship with your business/or turning into passive customers.

Graph for Risk Factor

Data for Risk Factor

Dates	Weight	Min	Max	Value
28.10.2008	2	5	70	64,085

Dissatisfaction Management

	Name	Start value	End value	Dynamic	Measure units	Optimization method	Parent
	Dissatisfaction Management	59,7	59,7	0	%	Maximize	Damage and Recovery Manager

Description The number or percentage of dissatisfied, unhappy customers turned into satisfied customers

Graph for Dissatisfaction Management

Data for Dissatisfaction Management

Dates	Weight	Min	Max	Value
28.10.2008	7	10	80	59,7

Created by: AKS-Labs
Report created with Balanced Scorecard Designer at 20.11.2008 17:10:43