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Customer Interface Assessment

Customer churn rates are low 54321 12345 Customer churn rates are high
importance to my b.m. 1–10 Customer base is well segmented 54321 12345 Customer base is unsegmented certainty of evaluation 1-10

We are failing to acquire new
We are continuously acquiring
54321 12345
customers
new customers
Our Channels are very effi cient
Our Channels are ineffective
Our Channels are very effective 54321 12345 Our Channels are ineffi cient
54321 12345
Channel reach is strong among 54321 12345 Channel reach among prospects
customers is weak

Customers can easily see our 54321 12345 Prospects fail to notice our
Channels Channels
Channels are strongly integrated 54321 12345 Channels are poorly integrated
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Channels provide economies 54321 12345 Channels provide no economies
of scope of scope
Channels are well matched to 54321 12345 Channels are poorly matched to
Customer Segments Customer Segments

Strong Customer Relationships 54321 12345 Weak Customer Relationships
Relationship quality correctly 54321 12345 Relationship quality is poorly
matches Customer Segments matched to Customer Segments
Relationships bind customers 54321 12345 Customers switching costs are low
through high switching costs

Our brand is strong 54321 12345 Our brand is weak

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