This measure calculates other cost (i.e. costs other than personnel, equipment, material, systems, outsourced, or overhead costs) per active customer to take, receive, process and acknowledge new customer orders or amendments to outstanding customer orders; monitor status from order receipt to customer delivery/customer invoicing; manage customer requests/inquiries; and manage customer complaints. A customer is considered active if they have purchased a business entity's product at least once in a 12-month period. This measure is part of a set of Cost Effectiveness measures that help companies understand all cost expenditures related to the process "manage customer service."
(Costs other than personnel, systems, overhead, and outsourced to perform the process "manage sales orders" + Costs other than personnel, systems, overhead, and outsourced to perform the processes "manage customer service requests/inquiries" and "manage customer complaints") / Number of active customers in customer master file
Other costs are costs associated with the specified process, but not specifically covered in personnel cost, systems cost, overhead cost and outsourced cost in this questionnaire. These other costs include costs for supplies and office equipment, travel, training and seminars. Include the cost of telephones, except for that portion captured in systems cost.
Cost effectiveness measures are those in which two related variables, one of which is the cost and one of which is the related outcome related to the expenditure are used to determine a particular metric value.