by Backlash » Thu Oct 06, 2011 10:18 am
Correct. These are customers that have not returned for customer pay service work.
For example: A customer buy's from us in Louisiana, then moves to Kentucky, he wont ever come in for service. These reports pick it up as a "lost customer", not retained and lowers our retention numbers. Customer retention is calculated by GM like this, Total number of vehicles sold for the past 5 years, minus the customers that have had customer paid service. So, if we sold 3000 vehicles in the last 5 years and only 750 of those had customer paid service done here, we would be at 25% customer retention.
I need to remove the customers out of our database that I know will not get service here. If I delete the vehicle from the customer name, will this remove the customer from this lost customer report?
Do you know if DPP uses the customer name or vin when reporting?
I'm just trying to get an accurate customer retention number.
I feel like our DMS is clogged up with inactive customers.