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CRM (CRM- Language (ABP - Activity based pricing (EDI - electronic data…
CRM
CRM- Language
CLV
customer Transaction data
CLV calculation
customer, segment, cohort
m = margin or profit from customer per period
r = retention rate 60 - 90 percent
i = discount rate 10-16 percent
CLV = m*(r/(1+i-r))
Customer probability of buy YOY
customer gross margin YOY
customer CTS YOY
CTA estimate for new customer
customer referral value
Identify customer segment with High referral value- Not necessarily top CLV segment
Churn rate / Retention rate
Increase retention in the early year for greater CLV
Customer relationship value
Top tier
Threshold
fence sitter
Value destroyer
CTS
CTA
6 times more expensive than CTS
Allignment
Operational allignment
Process - SOP
People management
Training and development
IT infrastructure
ERP
SAP
VMI-Vendor managed inventory
POS data
Decision support tools
TRUST
Trust ladder
Perceived value
satisfaction
dependence
trust
Commitment
Transaction cost
SOW - Share of wallet
Cross selling
up selling
Event based selling
Use data analytics
customer facing knowledge gathering
mass customization
segmentation
loyalty program
ABP - Activity based pricing
EDI - electronic data interchange
VMI
Lean
JIT
Responsiveness
SLA - Service level agreement
ABC-activity based costing
channel
Cost to retain
CRV- customer relation ship value
Historical buying behavior to predict "propensity to buy behavior" indices
touch points