Customer Report

1. What is a Customer KPI?

Customer KPI is an automated report that aggregates and reports customer data from the business’s system for a specified time period.

It helps the business get a comprehensive view of customer growth over a specific time range, including:

Tracking the growth rate of the customer base.

Statistics on the number of customers by relationship type.

Conversion rates of customers.

Customer performance metrics.

2. Customer KPI Permission Setup

To view the Customer KPI report in the system, you need to be granted permission to access Customer KPI Statistics.

View My Statistics: View the KPIs for the customers you are responsible for.

View All: View the KPIs for all customers in the system.

3. Customer Overview

3.1. Customer Growth Chart

This feature allows users to track the growth of the customer base over time, with detailed and visualized data through graphs and specific figures.

3.2. Customer Relationship Chart

This chart helps users visualize the distribution of customers by their relationship types, enabling the business to easily understand the customer structure and develop appropriate strategies to attract and retain customers effectively.

4. Conversion Rate

The Conversion Rate Table is a tool to track and measure the effectiveness of each stage in the customer journey, from when a potential customer visits the website or interacts with the brand, to when they make a purchase and generate revenue.

The Conversion Rate Table includes the following information:

No. Conversion Rate Description 1 New Customers Statistics on the number of new customers created during the period, with details by source and time of creation. 2 Interactions Total interactions with customers during the period, including:

Emails: Number of emails read by customers.

SMS: Number of SMS messages successfully sent to customers.

Calls: Number of successful calls made to customers (customers answered the call, and call duration).

Tasks: Tasks related to customers (displayed by start and end time).

Conversations: Exchanges by employees with customers. | | 3 | Activities | Statistics on all activities performed in the month, including tasks with or without customers, broken down by project or task type. | | 4 | Orders | Statistics on total orders made by customers during the period, including:

Orders: Orders placed during the period.

Contracts: Contracts completed during the period.

Warehouse Exits: Warehouse dispatch slips for orders placed during the month.

Warehouse Entries: Warehouse receipts for orders placed during the month.

Order-to-Customer Ratio: The average number of orders per customer.

Purchase Frequency: Number of customers who made one purchase vs. customers who made more than one purchase (two or more orders). | | 5 | Revenue | Total revenue from orders related to customers during the period, including detailed revenue by source and time of creation. Based on this table, you can evaluate which customer sources generate the highest revenue and which are the most effective. |

5. Customer Profile

By Source: A chart displaying the number and percentage of customers by source.

Revenue by Source: A chart showing revenue and percentage of revenue by customer source.

By Industry: A chart displaying the number and percentage of customers by industry.

Revenue by Industry: A chart showing revenue and percentage of revenue by industry.

By Customer Group: A chart displaying the number and percentage of customers by customer group.

Revenue by Customer Group: A chart showing revenue and percentage of revenue by customer group.

By Campaign: A chart displaying the number and percentage of customers by campaign.

By Province: A chart showing the top 10 provinces with the most customers. Other provinces will be grouped under "Other," and customers with no province information will be grouped under "Unknown."

By Gender: A chart displaying the number and percentage of customers by gender.

By Age Group: A chart displaying the number of customers categorized by age group, based on their birthdate information.

Top 5 Customer Referrals: A chart displaying the top 5 customers who have referred the most customers.

Customer Creation and Purchase Comparison: A comparison of the number of new customers created and the number of customers who have made purchases, broken down by employee and time period.

Note: These charts display the total value of a specific metric from the beginning of the selected period up to the chosen time point.

For example, if you filter for the previous month, the chart will display customer data from the system’s implementation start date to the end of the previous month.

6. Customer Lifecycle

The Customer Lifecycle measures the average time a customer spends from first interacting with the business (creating a customer profile in Getfly) to completing the desired action (such as making a purchase or transitioning to a specific status).

Statistics by Customer Source or Relationship Type: Choose to filter data based on customer source or relationship type.

Observation Time: The minimum observation period is 4 days and the maximum is 12 weeks.

Start Time: The system automatically calculates the start time based on the selected observation period (days or weeks).

Results: Metrics include order creation or customer relationship transition.

7. Customer Journey Statistics

The Customer Journey is a model that describes the stages customers go through when interacting with the business, from the first awareness of the brand to becoming a customer. The journey is often divided into stages, each with its own characteristics and goals.

Filter Customer Journey Statistics by Relationship or Department: Choose to filter statistics by relationship type or department.

Filter by Time Period (Days or Weeks): The range can be from 4 days to 12 weeks.

Start Time: The system will calculate the start time based on your chosen observation period.

Note: Department-based statistics will show the customers managed by that department on the selected day.