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Table 2 Details on sales-oriented and customer-oriented metrics (Performance Management)

From: How does a data strategy enable customer value? The case of FinTechs and traditional banks under the open finance framework

  Traditional Bank Traditional Bank (FinTech) FinTech (traditional bank) FinTech
  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