This document discusses analyzing customer bases and designing customer relationships. It examines distribution of profitability among customers and the Stobachoff Index formula to measure proportion of unprofitable customers. Relationship costs are analyzed as a function of complexity and divergence, and how to decrease costs through customer participation and access barriers while increasing longevity of relationships. The document also includes an episode configuration matrix and mentions analyzing customer episodes and relations.

1. Level of Analysis
E-1 E-2 E-3 E-4 E-5
R-1
R-2
R-3
R-4
R-5
EPISODES
CUST.
RELN.
EPISODE CONFIGURATION MATRIX

2. Analysing Customer Bases

Distribution of profitability

3. Analysing Customer Bases

Stobachoff Index

p=(n-nu)/n

P = profitability proportion

N = total number of customer

Nu = total number of unprofitable customer

4. Customer Base Portfolio Analysis

5. Designing Customer Relationship

Increasing relationship value

Decreasing relationship costs
Relationship cost as a function of complexity and divergence
Decreasing relationship cost through customer participation
Using Access bariers to decrease relationship cost

Increasing Relationship longevity

6. Relationship cost as a function of
complexity and divergence

7. Relationship cost as a function of
complexity and divergence