1. From the Measurement Approach Framework we will Determine the
Loyal customers ,from PayUMoney Users & we will Determine the
Referral Campaign. The objective/subjective dichotomy, however,
provides a good framework for discussing measurement approaches.
EXECUTIVE SUMMARY

2. Companies with Higher Level of Customer Loyalty Experiences High Rate of Business Growth
There are two general approaches to measuring customer loyalty
1-Objective 2-Subjective
Includes System-Captured
Metrics that involve hard
numbers regarding
customer behaviours that
are beneficial to the
company
Data can be obtained from
historical records and other
objective sources, including
purchase records (captured
in a CRM system) and other
online behaviour.
OBJECTIVE Involves “soft” numbers
regarding customer
loyalty. Subjective loyalty
metrics include customers’
self-reports of their feelings
about the company and
behaviour toward the
company
SUBJECTIVE

4. Retention
(measured
in years)---How
many times the
customer is making
repeated purchases
Advocacy (measure
d as referrals)-
Proportion of
customer referring
others about the
company
Expanding
purchasing ---
measured
through
increased
purchases
Contribute to
PayUMoney
profits, three of
them reflect
customer
loyalty:

5. Emotional
•About how
customers
generally feel
about
PayUMoney
Behavioural
•About
the actions
customers
engage in
when dealing
with
PayUMoney.
Two Broad Catagories of Loyalty

6. 1-Number of New Customers that are Added 2-
Number of Times of Using the Same Service
Again & Again
1-Rates of the Churn
2-Prices Charged for the Services
3-Interest Shown by the Service Provided
1-USAGE MATRICS-The Frequency of Usage of the Services
2-SALES Record of Customer by Using PAYUMONEY
3-How Many in the Period of Month Have Used the Service
1-Overall Satisfaction with Services
2-Likelihood to Recommend to the Friends
3-Likelihood to use the Same Service of PayU
Money
4-Level of Trust Towards the Company Services
5-Willingness to Forgive When There is Any
Error in the Services that is Provided
1-Likelihood to Have Depending Upon the Service
2-Interest in Renewing the New Services
1-Interest in Expands the Usage of Services
2-Interest in Using the Number of the Services that are Provided
CUSTOMER LOYALTY
MEASUREMENT
FRAMEWORK
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EMOTIONAL BEHAVIOURAL

7. THANK YOU