Across
- 4. ______ Revenue. KPI used to determine whether sales and revenue are increasing or decreasing over a specified time period.
- 5. Customer _______. Provides an estimate of how much a single customer is worth to a company over their customer life span.
- 6. Gross margin as a percent of sales.
- 9. ______ Revenue. Measures how many new, versus how many repeat customers a business has.
- 10. New Customer _______. The total cost of acquiring new customers.
- 11. Customer Resolution _______. Measures the ratio of resolved customer complaints to total customer complaints.
- 12. Customer Resolution _______. Average time it takes from the time a customer reaches out for assistance and the length of time it takes for a customer service representative to respond.
Down
- 1. Customer ______ Rates. Measures the percentage of customers in the current period who have purchased in the past.
- 2. Customer ______ Score. The primary metric used to measure customer _______.
- 3. ______ market share. Indexes a firm's or brand's market share against that of its leading competitor.
- 7. ______ in category. Company's sales as a percentage of all products in a category.
- 8. The amount of money that a company expects to generate from an individual customer.