Relationship Scorecard

Measure and control customer-related indicators

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

Relationship Scorecard details :

Perspective Goal
Market Invasion
Accession Rate

Diminution Rate
Market Penetration

Retention Rate
Overall Growth
Total Performance in group

Customer Quality

Customer Loyalty

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

Innovation Index

Market Penetration Generated

Asset Addition

Technological Improvement

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
2 Total no. of customers increased
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
Amount of revenue generated by the new
2 technology as compared to legacy systems

No. of new products/services launched by

1 the aid of the new technology

No. of new products/services launched by

7 the aid of the new technology

Innovation Index
2

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
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

500USD

3
 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