V Skill HF-D8.2-006 cross-sector 10 kompetenser
Managing customer value and retention
Measures revenue, margin and churn per customer group and deploys actions to retain valuable customers and let them grow.
Hur hrmforce mäter detta
- Bedömningsmetod
- Work sample test · rho 0.33 (SD 0.09)
- hrmforce instrument
- Work sample test, Knowledge test (client-specific)
- Kompetens (50-ramverk)
- Customer Focus
- Utbildningsbarhet
- high
- Prognos för efterfrågan 2026–2030
- rising
The candidate performs a representative work sample under standardised conditions.
Beteendeankare
| Nivå | Beteende på denna nivå |
|---|---|
| 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 och N4 är medvetet inte förankrade. Bedömarna placerar dem mellan förankringarna, i enlighet med konventionen O*NET.
Grundläggande kompetenser
Dessa kompetenser ärver bedömningsvägen och beteendeankarna för detta konstrukt.
| T | Kompetens | Definition | Prognos för efterfrågan 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 |