Customer Insights
Understand your customers better with comprehensive behavioral analytics, lifetime value tracking, and cohort analysis.Customer Overview
Key Metrics
Total Customers
All customers in database
Active Customers
Customers with recent activity
New This Period
Recently acquired customers
Avg CLV
Average customer lifetime value
Customer Lifetime Value (CLV)
CLV Calculation
Tiquo calculates CLV based on:- Historical Value: Sum of all completed orders
- Average Order Value: Mean transaction amount
- Purchase Frequency: Average time between orders
- Predicted Lifespan: Expected customer lifespan
CLV Dashboard
View CLV analytics:CLV Distribution
CLV Distribution
See how CLV is distributed across customers:
- Top 10% customers by value
- Middle segment
- Bottom segment
- At-risk high-value customers
CLV Trends
CLV Trends
Track CLV changes over time:
- Average CLV trend
- New customer CLV vs. historical
- CLV by acquisition source
CLV by Segment
CLV by Segment
Compare CLV across segments:
- By customer lifecycle
- By acquisition channel
- By location
- By service type
Using CLV
Leverage CLV insights:- Identify high-value customers for VIP treatment
- Spot declining CLV for intervention
- Measure ROI of acquisition channels
- Guide marketing spend
Cohort Analysis
What is Cohort Analysis?
Track groups of customers who share a characteristic:- Acquired in the same month
- Bought the same service first
- Came from the same channel
Retention Cohorts
Track retention over time:Revenue Cohorts
Track revenue per cohort:- Initial spend
- Month 2 spend
- Cumulative by month
- LTV trajectory
Using Cohort Analysis
- Measure retention improvement
- Compare acquisition sources
- Identify successful onboarding
- Forecast future revenue
Customer Segmentation
Automatic Segments
Pre-built segments:| Segment | Definition |
|---|---|
| VIP | Top 10% by spend |
| High Value | Top 25% by CLV |
| New | First 90 days |
| Loyal | 5+ orders |
| At-Risk | No activity in X days |
| Churned | No activity in Y days |
Custom Segments
Create segments based on:- Purchase behavior
- Demographics
- Service preferences
- Engagement level
- Custom fields
Segment Performance
Compare segments:- Revenue per segment
- Retention rates
- Response to campaigns
- Growth trends
Behavioral Analytics
Purchase Behavior
Analyze buying patterns:Frequency
Time between purchases
Recency
Time since last purchase
Monetary
Average spend amount
Basket
Products/services per order
RFM Analysis
Score customers on:- Recency: When they last purchased
- Frequency: How often they purchase
- Monetary: How much they spend
Service Preferences
Understand preferences:- Most booked services
- Cross-sell patterns
- Upsell success
- Seasonal variations
Customer Journey
Touchpoint Analysis
Track customer touchpoints:- First website visit
- Account creation
- First enquiry
- First booking
- Repeat booking
- Loyalty enrollment
Conversion Funnels
Measure conversion at each stage:- Lead → Customer
- One-time → Repeat
- Customer → Member
- Member → VIP
Acquisition Analytics
Source Tracking
Track where customers come from:- Organic search
- Paid advertising
- Social media
- Referrals
- Walk-ins
Source Performance
Compare acquisition sources:- Cost per acquisition
- Initial order value
- 90-day retention
- LTV by source
Attribution
Multi-touch attribution:- First touch
- Last touch
- Linear
- Time decay
Churn Analysis
Churn Prediction
Identify customers likely to churn:- Decreased engagement
- Longer time since last visit
- Lower spend trend
- Negative feedback
Churn Reasons
Analyze why customers leave:- Survey responses
- Support tickets
- Behavioral patterns
- External factors
Prevention
Intervention strategies:- Early warning alerts
- Win-back campaigns
- Special offers
- Personal outreach
Reporting
Standard Reports
Pre-built customer reports:- Customer summary
- CLV report
- Cohort retention
- Segment comparison
- Churn analysis
Custom Reports
Build custom analyses:- Select metrics
- Add dimensions
- Apply filters
- Export or schedule