Shows Customer Retention at team/rep level, as well as who you are losing customers to.
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Overview
Overview
When Gary completed his certification on Net Promoter Score, the key take away quote was "a 5% increase in retention can result in a 50 to 100% increase in profit". This all tied into the cost of acquiring a new customer versus keeping the ones you have. Understanding why you are losing customers is the 1st step.
This Power BI report will allow you to see which teams/reps are losing the most, who you are losing to, and we can even track how you are winning deals allowing you to put plans in place.
See about tracking referrals here.
Type of Output: On Demand Power BI Report
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Sample
Sample
Home Page:
Account Retention by Sales Rep:
Contracts Won:
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Alert Functionality
Alert Functionality
-See here for getting Power BI in place.
-Click here to download the file
-For ECi Hosted clients: We are working with ECi to open up our access so we can set an ODBC connection for you. If you are interested, then please provide us the public static IP address for your company network so that ECi can whitelist it to allow us access.
The first step is to identify the group of customer/contracts you're analyzing. This is filtered by Branch, Contract Type, and Metered/NonMetered contracts.
Once that is established:
- New customers did not have an active contract at the beginning date
- Lost customers did not have an active contract at the end date
- Churn are for costumers that had a contract at both the begin and end date.
This is a very bare bones way to identify new vs. lost customers. We wrestled with the idea of "What defines a new customer?". Did they have a contract a year ago and now they resigned? Do they have an active contract but it isn't for Managed IT or Managed Print? When we look at just the dataset being analyzed, it became more clear cut.
Note that when selecting your date range on the report, it considers accounts inactive starting the day after termination date. For example, if an account terminates on 4/30, the report considers it inactive from 5/1/25 forward.
Related Alerts
Related Alerts
ID587 - Contracts Lost & Won
See full list of all Power BI reports that we currently have available
https://support.ceojuice.com/hc/en-us/sections/360011259132-Power-BI-Reports
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Webinar
Webinar recorded November 16, 2021
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