Sales Channels · Channel performance · Component
The customer quality
How customers from this route retain and expand — because quality differs by route, sometimes by more than the margin does.
The deliverable
What it is
Customers acquired through different routes behave differently. Those sold accurately retain; those sold optimistically leave, and the route that sold them looks excellent on acquisition.
Retention by route is a small analysis with a large effect on how routes should be valued.
One level in
What it is made of
Each element is a constituent part of the component. Follow one to see the attributes it carries.
The retention
How long customers from this route stay.
3 attributes: Retention · Route · Measured over
LearnThe expansion
Whether customers from this route grow.
3 attributes: Expansion rate · Relationship held by · Against direct
LearnThe mismatch
Whether customers arrive expecting the right thing.
3 attributes: Early churn · Common misunderstanding · Routed to
Learn
High early churn from one route is an enablement problem, and the fix is upstream of the customer.
The other components in channel performance
The contribution
What each route delivers after margin share and cost to serve — because revenue ranking and contribution ranking differ.
LearnThe management cost
Time consumed managing the route, which appears on no invoice — and is frequently the largest cost of a partner relationship.
Learn