List Of Customer Metrics And Kpis: Crm Metrics, Kpi, Crm Kpi, Examples, Crm Kpis 2m3gr
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List of Customer Metrics and KPIs By The KPI Examples Review Copyright 2017 The KPI Examples Review. http://kpi-examples.blogspot.com/.
Introduction In this report we define the most important customer (crm) metrics and KPIs based on web search data in 2015. For some of the most important customer metrics were defined their formulas and calculation examples. In our calculations we used the official statements of Siemens AG. List of the Most Important Customer Metrics "List of the 7 Most Important Customer Metrics and KPIs" – Read/ .
Based on the web search data[1], we define the most important customer (crm) metrics: 1). Net promoter score (NPS); 2). Customer lifetime value (CLV); 3). Customer satisfaction index. Source: "List of the 7 Most Important Customer Metrics and KPIs" (PDF), http://kpi-examples.blogspot.com/2017/02/customer-crm-metrics-kpi-crm-kpi-crm-kpis.html.
Copyright 2017 The KPI Examples Review. http://kpi-examples.blogspot.com/.
The KPI Examples Review
1
Examples of the Most Important Customer Metrics Net Promoter Score (NPS) Net promoter scores are calculated using the answer to a single question, using a 0-10 scale: How likely is it that you would recommend brand to a friend or colleague? Respondents are grouped as follows: Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. ives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings. Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.[2] The formula for calculating net promoter score is: NPS = (TNP – TND) / TNC , (1) where TNP – Total number of promoters; TND – Total number of detractors; TNC – Total number of customers who answers to question.[1] Example of calculating. Based on the results of interviews, we can calculate the net promoter score (Table 1). Table 1. The calculation of net promoter score on the basis of the results of interviews (net promoter score in %)
2015
Total number of customers who answers to question
789
Total number of promoters
625
Total number of detractors
151
Net promoter score
60,1
Net promoter score = (625 – 151) / 789 = 0,601 or 60,1%.[3] Source: "Marketing KPI: Examples of Examples of Customer Metrics", http://kpi-examples.blogspot.com/2016/05/marketing-kpi-examples-of-customer-metrics.html.
Copyright 2017 The KPI Examples Review. http://kpi-examples.blogspot.com/.
The KPI Examples Review
2
All formulas and calculation examples you can find in our eBook: "List of the 7 Most Important Customer Metrics and KPIs" – Read/ .
References 1. Google Trends, https://www.google.com/trends. 2. Netpromoter.com, "The Net Promoter Score and System", http://www.netpromoter.com/why-net-promoter/know. 3. The KPI Examples Review, "List of the 7 Most Important Customer Metrics and KPIs: CRM Metrics, KPI, CRM KPI, Examples, CRM KPIs", http://kpi-examples.blogspot.com/2017/02/customer-crm-metrics-kpi-crm-kpi-crmkpis.html.
Copyright 2017 The KPI Examples Review. http://kpi-examples.blogspot.com/.
The KPI Examples Review
3
Introduction In this report we define the most important customer (crm) metrics and KPIs based on web search data in 2015. For some of the most important customer metrics were defined their formulas and calculation examples. In our calculations we used the official statements of Siemens AG. List of the Most Important Customer Metrics "List of the 7 Most Important Customer Metrics and KPIs" – Read/ .
Based on the web search data[1], we define the most important customer (crm) metrics: 1). Net promoter score (NPS); 2). Customer lifetime value (CLV); 3). Customer satisfaction index. Source: "List of the 7 Most Important Customer Metrics and KPIs" (PDF), http://kpi-examples.blogspot.com/2017/02/customer-crm-metrics-kpi-crm-kpi-crm-kpis.html.
Copyright 2017 The KPI Examples Review. http://kpi-examples.blogspot.com/.
The KPI Examples Review
1
Examples of the Most Important Customer Metrics Net Promoter Score (NPS) Net promoter scores are calculated using the answer to a single question, using a 0-10 scale: How likely is it that you would recommend brand to a friend or colleague? Respondents are grouped as follows: Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. ives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings. Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.[2] The formula for calculating net promoter score is: NPS = (TNP – TND) / TNC , (1) where TNP – Total number of promoters; TND – Total number of detractors; TNC – Total number of customers who answers to question.[1] Example of calculating. Based on the results of interviews, we can calculate the net promoter score (Table 1). Table 1. The calculation of net promoter score on the basis of the results of interviews (net promoter score in %)
2015
Total number of customers who answers to question
789
Total number of promoters
625
Total number of detractors
151
Net promoter score
60,1
Net promoter score = (625 – 151) / 789 = 0,601 or 60,1%.[3] Source: "Marketing KPI: Examples of Examples of Customer Metrics", http://kpi-examples.blogspot.com/2016/05/marketing-kpi-examples-of-customer-metrics.html.
Copyright 2017 The KPI Examples Review. http://kpi-examples.blogspot.com/.
The KPI Examples Review
2
All formulas and calculation examples you can find in our eBook: "List of the 7 Most Important Customer Metrics and KPIs" – Read/ .
References 1. Google Trends, https://www.google.com/trends. 2. Netpromoter.com, "The Net Promoter Score and System", http://www.netpromoter.com/why-net-promoter/know. 3. The KPI Examples Review, "List of the 7 Most Important Customer Metrics and KPIs: CRM Metrics, KPI, CRM KPI, Examples, CRM KPIs", http://kpi-examples.blogspot.com/2017/02/customer-crm-metrics-kpi-crm-kpi-crmkpis.html.
Copyright 2017 The KPI Examples Review. http://kpi-examples.blogspot.com/.
The KPI Examples Review
3
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