V Skill HF-D8.2-006 cross-sector 10 umiejętności
Managing customer value and retention
Measures revenue, margin and churn per customer group and deploys actions to retain valuable customers and let them grow.
W jaki sposób serwis hrmforce to mierzy
- Metoda oceny
- Work sample test · rho 0.33 (SD 0.09)
- hrmforce narzędzie
- Work sample test, Knowledge test (client-specific)
- Kompetencje (50-ramowe)
- Customer Focus
- Możliwość szkolenia
- high
- Prognoza popytu na lata 2026–2030
- rising
The candidate performs a representative work sample under standardised conditions.
Kotwice behawioralne
| Poziom | Zachowanie na tym poziomie |
|---|---|
| N1 Guided | Signals customers who buy less than usual and reports this to the responsible colleague. works under supervision and follows instruction · routine, one variable at a time · own task |
| N3 Proficient | Analyses churn and customer value in the own portfolio and carries out targeted retention actions with measurable results. sets own approach and seeks input proactively · several variables, some ambiguity · own team or process |
| N5 Leading | Determines the retention policy of the organisation, sets standards for customer value and decides on investments in retention. sets the standard and the policy · strategic, under high uncertainty · organisation, value chain or profession |
N2 i N4 celowo nie zostały przypisane do konkretnych punktów odniesienia. Oceniający umieszczają je pomiędzy punktami odniesienia, zgodnie z konwencją O*NET.
Podstawowe umiejętności
Umiejętności te dziedziczą ścieżkę oceny oraz punkty odniesienia behawioralne tej konstrukcji.
| T | Umiejętności | Definicja | Prognoza popytu na lata 2026–2030 |
|---|---|---|---|
| V | Performing a churn analysis Churn analysis | Calculates how many customers leave, in which groups this happens and which characteristics correlate. | rising |
| V | Calculating customer lifetime value Customer lifetime value | Calculates the expected margin over the entire customer relationship and uses it in acquisition choices. | rising |
| V | Calculating customer profitability Customer profitability | Allocates revenue and attributable costs per customer and shows which customers cost money. | rising |
| V | Setting up a retention campaign Retention campaign | Designs and runs actions to retain customers at risk of leaving and measures the effect. | rising |
| V | Preventing cancellations in conversation Save call | Finds the real motive of a cancelling customer and offers a suitable alternative. | rising |
| V | Estimating price elasticity Price elasticity | Estimates how volume and revenue respond to a price change and substantiates this with data. | rising |
| V | Maintaining a customer value pyramid Customer pyramid | Orders customers into value classes and determines per class how much attention and service fits. | rising |
| V | Setting up a loyalty programme Loyalty programme | Designs reward forms, benefits and conditions and organises the administration of the programme. | rising |
| V | Predicting churn with scoring Churn prediction | Builds or uses a model that predicts the cancellation probability per customer and deploys it. | rising |
| V | Winning back lost customers Win back campaign | Approaches former customers with a targeted offer and restores the relationship where it pays off. | rising |