Customer relationship

% of customer complaints escalated to management

% of dormant customers

% of market returns on total sales quantity

Average costs for customer relations per customer

Average Spend per Customer

Average time spent on customer relations per customer

Callbacks Made - % to Peers

Client Non-Retention Rate

Contract, Average Length

Cost of Customer Management Process

Customer defection rate

Customer Engagement Ratio

Customer Management Process Costs as % OpEx

Customer perception of aesthetics

Customer perception of company financing

Customer perception of ease to work with

Customer perception of hidden or indirect costs

Customer perception of product or service availability

Customer perception of quality of outputs

Customer perception of reliability

Customer perception of warranties

Order value of complaint items as % of turnover

Ratio of compliments to complaints

Unit Cost of Customer Management

Visits Made - % to Peers