Average Spend per Customer
The total sales revenue made to date, divided by the total number of customers to date.
% of dormant customers
Percentage of customers not using the product or service.
Customer defection rate
Customer defection rate (percent of customers who buy in one period and not in the next period).
Order value of complaint items as % of turnover
Order value of complaint items as a percentage of turnover.
Customer Management Process Costs as % OpEx
Customer Management Process Costs as percentage of operational expenses (OpEx).
Client Non-Retention Rate
Percentage of clients that leave the firm yearly compared to total number of client relationships.