This is a Customer Relationship Balanced Scorecard Report, it is one of reports that Balanced Scorecard Designer can generate for Customer Relationship scorecard. With this software you can also design your own KPIs, Balanced Scorecards and metrics.


Customer Relationship Scorecard

Report includes: 1 month(s) 49 day(s), from 05.04.2008 to 24.05.2008

  Name Start value End value Dynamic Contains
Root Customer Relationship Scorecard 53,15 % 56,27 % + 3,12 %
Market Invasion(71,8%, 9,3%Up)
Customer Quality(42,1%, -14,58%Down)
Customer Segmentation(69,4%, 19,1%Up)
Damage and Recovery Manager (41%, 4,45%Up)

Graph for Customer Relationship Scorecard

Graph for Customer Relationship Scorecard

Data for Customer Relationship Scorecard

DatesValue
05.04.200853,15
12.04.200845,7
19.04.200853,66
26.04.200855,1
03.05.200837,18
10.05.200855,54
17.05.200843,69
24.05.200856,27

Market Invasion

  Name Start value End value Dynamic Parent Contains
Root Market Invasion 62,55 % 71,85 % + 9,3% 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

Graph for Market Invasion

Data for Market Invasion

DatesValueWeight
05.04.200862,553
12.04.200846,853
19.04.200822,143
26.04.200864,853
03.05.200845,263
10.05.200873,13
17.05.200839,653
24.05.200871,853

Accession Rate

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Accession Rate 57,63 76,25 + 18,62 Score Maximize Market Invasion
Description The number of new customers
Target description People

Graph for Accession Rate

Graph for Accession Rate

Data for Accession Rate

DatesWeightMinMaxValue
05.04.20086510057,63
12.04.20086510037,965
19.04.2008651006,9
26.04.20086510095,06
03.05.20086510071,595
10.05.20086510083,755
17.05.20086510054,59
24.05.20086510076,25

Diminution Rate

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Diminution Rate 34,975 40,825 + 5,85 % Minimize Market Invasion
Description The number or percentage of lost customers

Graph for Diminution Rate

Graph for Diminution Rate

Data for Diminution Rate

DatesWeightMinMaxValue
05.04.20081108534,975
12.04.20081108575,85
19.04.20081108518,925
26.04.20081108577,05
03.05.20081108577,95
10.05.20081108527,4
17.05.20081108546,075
24.05.20081108540,825

Market Penetration

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Market Penetration 59,768 69,977 + 10,21 % Maximize Market Invasion
Description The number of acquired customers compared to the number of potential population

Graph for Market Penetration

Graph for Market Penetration

Data for Market Penetration

DatesWeightMinMaxValue
05.04.2008328559,768
12.04.2008328556,78
19.04.2008328514,367
26.04.2008328519,181
03.05.200832855,901
10.05.2008328554,954
17.05.200832859,636
24.05.2008328569,977

Customer Quality

  Name Start value End value Dynamic Parent Contains
Root Customer Quality 56,72 % 42,14 % -14,58% 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

Graph for Customer Quality

Data for Customer Quality

DatesValueWeight
05.04.200856,723
12.04.200856,013
19.04.200857,973
26.04.200854,73
03.05.200819,863
10.05.200837,453
17.05.200819,123
24.05.200842,143

Customer Loyalty

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Customer Loyalty 42,41 46,54 + 4,13 % 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

Graph for Customer Loyalty

Data for Customer Loyalty

DatesWeightMinMaxValue
05.04.20087108042,41
12.04.20087108040,94
19.04.20087108053,05
26.04.20087108034,71
03.05.20087108014,62
10.05.20087108027,36
17.05.20087108017
24.05.20087108046,54

Customer Value

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Customer Value 90,397 10,504 -79,89 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

Graph for Customer Value

Data for Customer Value

DatesWeightMinMaxValue
05.04.20081110090,397
12.04.20081110081,487
19.04.20081110082,378
26.04.20081110063,568
03.05.20081110012,979
10.05.2008111009,811
17.05.20081110042,877
24.05.20081110010,504

Customer Long-Term Value

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Customer Long-Term Value 56,2 11,4 -44,8 Score Maximize Customer Quality
Description Evaluation from a long-term perspective of the amount of
profit a customer may bring to the business
Target description USD

Graph for Customer Long-Term Value

Graph for Customer Long-Term Value

Data for Customer Long-Term Value

DatesWeightMinMaxValue
05.04.20082010056,2
12.04.20082010097
19.04.20082010046,9
26.04.20082010099,4
03.05.20082010059,2
10.05.20082010081,8
17.05.20082010027,6
24.05.20082010011,4

Customer Segmentation

  Name Start value End value Dynamic Parent Contains
Root Customer Segmentation 50,25 % 69,35 % + 19,1% 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

Graph for Customer Segmentation

Data for Customer Segmentation

DatesValueWeight
05.04.200850,252
12.04.200833,482
19.04.200877,042
26.04.200870,452
03.05.200837,782
10.05.200868,492
17.05.200870,292
24.05.200869,352

Happy Customers

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Happy Customers 35,96 25,07 -10,89 % 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

Graph for Happy Customers

Data for Happy Customers

DatesWeightMinMaxValue
05.04.2008255035,96
12.04.2008255025,025
19.04.2008255022,73
26.04.2008255045,77
03.05.2008255018,77
10.05.2008255038,075
17.05.2008255025,97
24.05.2008255025,07

Satisfied Customers

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Satisfied Customers 15,29 13,925 -1,365 % 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

Graph for Satisfied Customers

Data for Satisfied Customers

DatesWeightMinMaxValue
05.04.2008154015,29
12.04.2008154010,075
19.04.2008154039,79
26.04.2008154010,53
03.05.2008154022,815
10.05.2008154039,02
17.05.2008154014,555
24.05.2008154013,925

Dissatisfied Customers

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Dissatisfied Customers 23,888 8,816 -15,07 % Minimize Customer Segmentation
Description The number or percentage of customers dissatisfied with the
services provided

Graph for Dissatisfied Customers

Graph for Dissatisfied Customers

Data for Dissatisfied Customers

DatesWeightMinMaxValue
05.04.2008725023,888
12.04.2008725034,832
19.04.200872508,912
26.04.2008725012,656
03.05.2008725034,16
10.05.2008725016,208
17.05.200872505,6
24.05.200872508,816

Damage and Recovery Manager

  Name Start value End value Dynamic Parent Contains
Root Damage and Recovery Manager 36,59 % 41,04 % + 4,45% 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

Graph for Damage and Recovery Manager

Data for Damage and Recovery Manager

DatesValueWeight
05.04.200836,592
12.04.200840,732
19.04.200871,12
26.04.200825,732
03.05.200850,422
10.05.200843,372
17.05.200859,992
24.05.200841,042

Risk Factor

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Risk Factor 27,295 56,675 + 29,38 % 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

Graph for Risk Factor

Data for Risk Factor

DatesWeightMinMaxValue
05.04.2008257027,295
12.04.2008257057,39
19.04.2008257068,96
26.04.2008257045,3
03.05.2008257061,355
10.05.2008257030,545
17.05.2008257037,5
24.05.2008257056,675

Dissatisfaction Management

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Dissatisfaction Management 27,29 42,55 + 15,26 % Maximize Damage and Recovery Manager
Description The number or percentage of dissatisfied, unhappy customers turned into satisfied customers

Graph for Dissatisfaction Management

Graph for Dissatisfaction Management

Data for Dissatisfaction Management

DatesWeightMinMaxValue
05.04.20087108027,29
12.04.20087108042,69
19.04.20087108078,95
26.04.20087108017
03.05.20087108050,81
10.05.20087108031,77
17.05.20087108050,04
24.05.20087108042,55

Damage Control

  Name Start value End value Dynamic Measure units Optimization method Parent
Root Damage Control 62,5 15,2 -47,3 Score Minimize Damage and Recovery Manager
Description The amount of money lost in unprofitable customer relationship
Target description USD

Graph for Damage Control

Graph for Damage Control

Data for Damage Control

DatesWeightMinMaxValue
05.04.20081010062,5
12.04.20081010091,8
19.04.20081010012,3
26.04.20081010050,8
03.05.20081010073,6
10.05.20081010021
17.05.20081010056,7
24.05.20081010015,2
Created by: AKS-Labs
Report created with Balanced Scorecard Designer at 28.04.2008 23:50:44

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