Customer Relationship Scorecard

Measure and control customer-related indicators

Perspective Performance
Market Invasion 0.00%
Customer Quality 0.00%
Customer Segmentation 0.00%
Damage and Recovery Manager 0.00%
Total Performance 0.00%

Strategy tree and scorecard details :

Perspective Goal
Market Invasion
Accession Rate

Diminution Rate
Market Penetration

Retention Rate
Total Performance in group

Customer Quality

Customer Loyalty

Customer Value
Customer Long-Term Value
Customer Life Span
Total Performance in group

Customer Segmentation

Happy Customers

Satisfied Customers

Dissatisfied Customers
Total Performance in group

Damage and Recovery Manager Risk Factor

Dissatisfaction Management
Damage Control
Customer Recovery
Service Quality
Total Performance in group
 Ranking Performance
(out of 10) Description (%)
3
6 The number of new customers
The number or percentage of lost
1 customers
3 Percentage of customers captured
Percentage of customers that took the
1 service again
Market Invasion

3
Tendency of a customer to choose your
business or product over another
7 business.
The profit the customer brought to the
business?
customer costs, i.e. costs to acquire,
1 develop, and retain customers
2 The value service creates
1 The time a customer is retained
Customer Quality

2
The number or percentage of customers
that often and on a large
scale use the services of the business and
are completely satisfied
2 with the services provided
The number or percentage of customers
that are satisfied with the
services provided, however they do not
have an active, constantly developing
1 relationship with the business

The number or percentage of customers

that are not satisfied with the
services provided, however they do not
have an passive, constantly developing
7 relationship with the business
 Customer Segmentation

The number or percentage of high loyalty

customers who are at
risk of breaking relationship with your
2 business/or turning into passive customers.
The number or percentage of dissatisfied,
unhappy customers turned into satisfied
7 customers
1 Amount needed to tackle the catastrophy
1 Number of people involved
1 Feedbacks from different persons
Damage and Recovery Manager
Target
Values

100 People

10%
85%

75%

80% Assessment is based on the calculation of recency, frequency and the dollar amount of purchases.

100 USD
100 USD
50 years

50%

40%

2%
 5%

80%
0 USD
100 People
100 Surveys
 5

85%
2%

10%

he calculation of recency, frequency and the dollar amount of purchases. 10%

1
0
5

5%

5%

50%
30%

70%

10%
100
0
0