Complaints per [revenue]<\/strong><\/p>\nThis has several benefits. First, you can see which companies are more difficult to serve, which is obviously important when considering discounts or other special benefits. High costs to serve can also be a red flag, and can be missed if you don\u2019t measure profitability. If a client has a high number of complaints, consider why that is true. Are they really just a difficult customer? Or perhaps you\u2019re not set up appropriately to support them \u2013 your product isn\u2019t an ideal fit, or past hiccups have led your or their service team to be easily agitated. Although I\u2019m not a fan of \u201ccustomer training,\u201d since it typically means you have a bad CX, that may be a last resort.<\/p>\n
The high number of complaints isn\u2019t good for either party. It may be time to reconsider your service model, your offerings, or whether it actually makes sense to keep them as a customer. Divide complaints by revenue to show their true impact. Your million-dollar client will have more complaints than a $50,000 customer. Factoring in revenue gives a more relevant comparison than straight counts.<\/p>\n
Number of products used.<\/strong> This obviously varies by type of business. Assuming you offer multiple products that can meet a client\u2019s needs, include this in your scorecard \u2013 how many customers are using at least half of your products? Decentralized companies may have a harder time collecting this data, but a customer using products from multiple divisions clearly offers more value than one focusing their orders with just one division. Showing the number of products they use helps with both pricing and when factoring customer relationship models.<\/p>\nOut of policy orders.<\/strong> Clients who consistently order outside of lead time windows drive up costs, and this probably isn\u2019t on your radar. Once you discover these, investigate why this is happening, and whether this non-compliance needs to be addressed. One of our clients discovered a small number of clients consistently ordered outside of the allowed window, which led to significant internal cost, late deliveries, and a continual need to provide status updates. By discovering which clients were most having this problem most frequently, they were able to setup a process. They worked directly with this small set of clients to understand the reason behind the orders, and came to accommodations that reduced the last-minute orders, lowering costs (and headaches) for both companies.<\/p>\nThese business KPIs are some of the most important factors in complementing your existing scores, but they don\u2019t give you everything you need. Tomorrow we\u2019ll talk about other measurements where the data isn\u2019t available.<\/p>\n","protected":false},"excerpt":{"rendered":"
CX pros are very customer-focused; we\u2019re confident that if we just focus on customer needs, the ROI will take care of itself. Unfortunately, our business partners aren\u2019t always so confident.<\/p>\n","protected":false},"author":7586,"featured_media":886231,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,84,14,94,332,115],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/925758"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/7586"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=925758"}],"version-history":[{"count":0,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/925758\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media\/886231"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=925758"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=925758"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=925758"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}