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