Table 2 Details on sales-oriented and customer-oriented metrics (Performance Management)
| Â | Traditional Bank | Traditional Bank (FinTech) | FinTech (traditional bank) | FinTech | |||
|---|---|---|---|---|---|---|---|
| Â | A | B | C | D | E | F | G |
Sales-oriented metrics | Cross-selling, up-selling | Profitability, product sold | Cost-to-serve, expected margins | Cross-selling, up-selling | Cross-selling, up-selling, campaign redemption, conversion rate | Customer acquisition | Cross-selling, up-selling, marginality, redemption |
Customer-oriented metrics | NPS | Customer satisfaction questionnaires | Customer satisfaction index | CLV, RACE | NPS, rating system (reviews) | Churn, RFM, satisfaction | NPS, churn, loyalty rate, satisfaction, CLV, digital maturity |