This lesson focuses on the importance of post-sales support and the metrics used to evaluate the effectiveness of customer acquisition and onboarding.

8.1 Post-Sales and Service Activities
The acquisition process continues after the sale. Key post-sales activities include:

  • Application Assistance: Helping customers complete the necessary paperwork .

  • Document Collection: Systematically collecting and verifying all required documents .

  • Customer Record Maintenance: Recording all interactions and transactions for future follow-up .

8.2 Measuring and Improving Performance
Banks use metrics to track the efficiency and effectiveness of their acquisition and onboarding programs . Key Performance Indicators (KPIs) include:

  • Customer Acquisition Cost (CAC) .

  • Customer Lifetime Value (CLV/LTV) .

  • Conversion Rates: The percentage of leads that become customers.

  • Net Promoter Score (NPS): A measure of customer satisfaction and loyalty .

8.3 Continuous Improvement
Data collected from these metrics is used to identify bottlenecks and optimize the onboarding journey. By leveraging data analytics, banks can reduce drop-off points, speed up activation times, and improve the overall customer experience

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