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1. CRM Program Metrics Dashboard
CRM Program Metrics Q1 Q2 Q3 Q4
Net New Customers Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec
Number of New Customers Acquired 62 67 65 69 71 72 74 76 78 80 82 84
Customer Retention Rate Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2009 Actual 78.0% 77.0% 79.0% 80.0% 76.0% 84.0% 89.0% 92.0% 85.0% 83.0% 89.0% 79.0%
2009 Goal 85.0% 85.0% 85.0% 85.0% 85.0% 85.0% 85.0% 85.0% 85.0% 85.0% 85.0% 85.0%
Database Size Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Total Records 50,394 55,304 60,214 54,590 57,607 60,624 89,504 92,044 94,584 97,124 99,664 102,204
CRM Adoption Rate Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
% regular users 46.0% 49.0% 57.0% 65.0% 68.0% 68.0% 68.0% 72.0% 75.0% 85.0% 95.0% 97.0%

2. Net New Customers Average QA Scores
Number of New Customers Acquired 2009 Actual 2009 Goal
90
100%
80
70 80%
60
50 60%
40
30 40%
20
20%
10
0 0%
Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Database Size CRM Adoption Rate
Total Records % regular users
$120,000 120%
$100,000 100%
$80,000 80%
$60,000 60%
$40,000 40%
$20,000 20%
$0 0%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec