Marketing
Customer acquisition analytics
Customer acquisition analytics seeks to establish how effective you are at acquiring new customers, including how effective you are at pinching customers from your competitors.
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Customer acquisition analytics vs Customer profitability analytics
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Finance
Customer profitability analytics
Customer profitability analytics is the process of identifying which of your customers are actually making you money.
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Use this when.
Use it to locate failure across marketing, product, delivery, sales and ordering. Complete a broad review at least annually and monitor campaign economics continuously or whenever the process changes. If radio prices rise or response falls, a business should discover the change immediately rather than after six months of unprofitable spend.
Use this analysis continuously to understand where customer value is being created, and give it particular attention when revenue is falling, costs are rising or margins are under pressure. It can reveal whether the problem comes from customer mix, acquisition channels, service demands, pricing or operational cost.
Extracted signals
Strengths, limits, and pitfalls.
Customer acquisition analytics
- Calculate cost per lead and cost per qualified lead separately for every campaign, then compare them with downstream conversion and customer value.
- Define the acquisition event, lookback window, eligible spend and channel attribution first.
- Cost per lead (CPL) divides acquisition spend by captured leads and can act as a revenue indicator.
Watch for
- Do not pool unlike initiatives into one acquisition cost. Differences in audience, offer, timing and attribution can conceal an unprofitable campaign behind a blended average.
Customer profitability analytics
- Assess profitability across the customer’s complete relationship and expected lifetime. When systems treat a person who buys five products as five unrelated customers, each product view can look weak even though the combined relationship is highly profitable. Resolve customer identities before acting on the result.
- The method also applies where “profit” means efficient use of a constrained budget. In one NHS project, only 5 per cent of patients accounted for more than 200 accident and emergency visits. Identifying these super users allowed the organisation to address their underlying needs through different support while freeing resources for other patients.
- The same logic helps broadband providers identify customers whose use of an unlimited plan makes the relationship uneconomic. Regression analysis (Regression Analysis), correlation analysis (Correlation Analysis) and data mining (Data Mining) can help identify the characteristics associated with different profitability groups.
Watch for
- Do not leave customer profitability inside the finance function. Finance understands cost allocation, while sales, service and operations understand the behaviours that create those costs. Their combined interpretation is what turns the metric into sound pricing, service and marketing decisions.
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Program Benefits Sustainment PlanProgram Benefits Sustainment Plan Purpose. Use this plan to maintain the conditions that allow programme benefits to continue accruing after transition. It turns the handover commitments in the benefits transition plan into enduring operational mechanisms, measures, responsibilities and responses. Application. Treat it as a living document. Customer demand, operating capacity, technology, regulatiProcurement Management PlanProcurement Management Plan Purpose. Use this plan to decide what the programme should obtain externally and how each acquisition will move from need to an awarded agreement. It covers facilities, goods, materials and external resources, together with the sourcing, solicitation, evaluation and contractual methods appropriate to each requirement. Application. Prepare the plan early because procuremProgram Quality ChecklistProgram Quality Checklist Purpose. Use this checklist to gather consistent evidence about the quality of programme deliverables, services, management outcomes and cost or schedule performance. Application. It can structure a quality review meeting or inform questions for sponsors, customers, beneficiaries and end users. Tailor each verification question to a defined requirement or acceptance criteBenefits Realization ReportBenefits Realization Report Purpose. Use this report to show which programme benefits were realised during a defined period, which expected benefits were delayed or missed, and which new benefits have emerged. Each entry should trace to the business case and benefits-realisation plan so decision-makers can distinguish delivered value from completed activity. Application. Benefits become meaningful