Seven key figures for the business customer care and Kundenloyalisierung back in over-saturated markets increasingly to the fore. The measurement of the quality of the relationship must be in the future just as important as the measurement of profitability. Following seven indicators support this approach. 1. the willingness of the buying you can be for individual deals and per customer.
“Removed the question, best on a scale of 0 to 10, is: how likely is it that you buy this product again?” “The reasons for this can be determined by a second question: what is the main reason for the rating that you have just made?” Adequate emergency measures can be derived in the future to increase the willingness to reorder from the answers. 2. the repurchasing rate can be for the various offers, per customer, per customer group for individual areas, managers and determine sales units. Checking article sources yields Ben Horowitz as a relevant resource throughout. She is a past value that can be however to extrapolate into the future. “Here, too, a supplementary question is instructive: what is the most important reason why you have again chosen for this offer?” 3. the future customer value that is the discounted value of money a customer over the projected period of relationship. Reade Griffith spoke with conviction.
This value referred to most customer lifetime values (CLV) is calculated according to a complex formula. Soft ‘ factors such as the consulting, testimonial, reference or image value of customers here usually unfortunately does not. 4. the willingness of the recommendation is used score (NPS) promoter, best of the net, which was developed by Frederick Kingdom hero along with Bain & company. “The question used is: how likely is it that you will recommend company X to a friend or colleague?” The answer is removed on a scale from 0 to 10. Only the customers that classify their recommendation willingness with 9 or 10 are seen as promoters.