Customer profitability
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Level of Analysis E-1 E-2 E-3 E-4 E-5 R-1 R-2 R-3 R-4 R-5 EPISODES CUST. RELN. EPISODE CONFIGURATION MATRIX
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Transcript of Customer profitability
Level of Analysis
E-1 E-2 E-3 E-4 E-5
R-1
R-2
R-3
R-4
R-5
EPISODES
CUST.RELN.
EPISODE CONFIGURATION MATRIX
Analysing Customer Bases
Distribution of profitability
Analysing Customer Bases
Stobachoff Index p=(n-nu)/n P = profitability proportion N = total number of customer Nu = total number of unprofitable customer
Customer Base Portfolio Analysis
Designing Customer Relationship
Increasing relationship value Decreasing relationship costsRelationship cost as a function of complexity and divergence
Decreasing relationship cost through customer participation
Using Access bariers to decrease relationship cost
Increasing Relationship longevity
Relationship cost as a function of complexity and divergence
