Are you uncertain as to whether or not you need to evaluate the "health" of your customer relationships. Consider the following.

Is your business concerned about:

Customer Loyalty?

• Customer "churn"
• Repeat purchasers
• Brand awareness
• Product knowledge

Marketing Dollar Return On Investment (ROI)?

• Increasing costs of attracting or keeping customers/members
• Decreasing responsiveness to marketing initiatives

Sales?

• Decreasing channel or partner support
• Cross or up-selling
• Referrals

Competition?

• Market penetration
• Share of wallet
• Pricing pressures
• Shrinking marketplace

Customer Friction Points?

• Delivery failures
• Service delays
• Long call centre queues

If you answered YES to any of the above contact: