How does Customer Engagement Index work?
The index enables us to address a number of fundamental sales and marketing issues such as reaching the group of most valuable prospects at the sales stage as well as reaching the group of “vulnerable” customers who are losing the status of active customers.
The index contains several basic components but is generally made up of two halves. The left half focuses on customer engagement level prior to signing a contract or finalizing a transaction. The other half is centered on customer engagement at retention and exit stages. The index is further divided into four quarters appearing in the following sequence:
After adding the customer into one of the two halves the system measures the customer’s engagement defined as their level of involvement in several areas, e.g. opening emails or behaviour on your website. Then, on the basis of the score achieved each customer is assigned to an appropriate stage.