1.
Romancing
with the Customer!
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2.
Why Romance?
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3.
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4.
Say SWITS.
Customer
• Sorry
• Wish
• Inform
• Thanks
• Share
Beloved
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5.
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6.
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7.
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1. Thanks for listening.
2. Thanks for taking out your precious time to complain.
3. Thanks for being loyal to us.
4. Thanks for visiting me for “n” no of time in last ‘y” no of months.
5. Thanks for referring us to your friend.
6. Thanks for billing “Rs X” with us in “Y” no of months.
7. Thanks for upgrading your product from “A” to “A1” with us.
8. Thanks for buying all your cross selling needs from us.
9. Thanks for calling a spade a spade without mincing any word.
10. Thanks for your suggestions.
11. Thanks for reporting any misbehavior of our staff.
12. Thanks for trusting us and making us grow into what we are today.
13. Thanks for supporting our dream by believing in us.
14. Thanks for telling us where we are wrong.
15. Thank you for your business.
16. Thank you for making us the No 1 company.
17. Thank you for sharing your idea with us.
18. Thank you for telling us that we are not worth it.
19. Thanks for trying out my product or service.
20. Thanks for assessing my product by cho0sing to use it once.

8.
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9.
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10.
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11.
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12.
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13.
Customer Behaviour
Analytics. Why?
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14.
Daily Customer Romance Dashboard
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Date: _______________
SWITS count:
S = ______
W=______
I= ______
T= ______
S= ______
Complaint is a gift!
Item:
Area:
Complaint code:
Resolved %age:
Exceeding Customer’s
Expectations!
OK =
Content=
Excited=
Fans =
Total = _____________
Lost cases:
1.
2.
3.
4.
5.

15.
6 Tools of crm
Leverage sales from existing customers
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16.
ABV & ABS
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Average Basket Value
Total billing / Total no of customers
Average Basket Size
No of categories billed in each bill

17.
Customer Lapsation
Even if you offer the
best product backed
with best service,
Some customers will
lapse from your
system out of sheer
fatigue of dealing with
you.
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18.
Customer Stickiness
Some customers buy
only some category of
products from you.
Why don’t they buy all
categories available
with you?
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19.
RFM Value Monitoring
Recency
Frequency
Monetary
Value
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20.
Basket Migration
When customers
migrate from one
basket to another
basket of products
a)With you
b)Without you
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21.
In a nut shell
Customer Loyalty
Customer Churn
Customer Engagement
SWITS
Sorry, Wish, Inform,
Thank, Share
Customer Evolution
Metrics
a)ABV
b)ABS
c)Lapsation
d)Stickiness
e)RFM
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22.
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