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Customer relationship


KPIs in ‘Customer relationship’

Average Spend per Customer

The total sales revenue made to date, divided by the total number of customers to date.
This KPI is most used for:
Operational Excellence

% of dormant customers

Percentage of customers not using the product or service.
This KPI is most used for:
Customer Intimacy

Customer defection rate

Customer defection rate (percent of customers who buy in one period and not in the next period).
This KPI is most used for:
Customer Intimacy

Order value of complaint items as % of turnover

Order value of complaint items as a percentage of turnover.

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This KPI is most used for:
Operational Excellence
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