10 is the example result. Read it using the units and relationship stated below.
Retention Cost uses customers retained, customers lost, retention program cost.
Reading capacity and cost without hiding the workload
For retention cost, the relationship is Result = (([Retention program cost]) ÷ ([Customers retained] + [Customers lost])). The amount depends on the supplied customers retained, customers lost, rather than a live market price or a value imported from another record. A staffing plan needs available hours and the portion of those hours that can serve the intended work. Paid time, productive time and billable time are separate definitions. Recruiting, training and supervision can change the cost of a role.
What the model includes
Result = (([Retention program cost]) ÷ ([Customers retained] + [Customers lost])) Use one team and one reporting period. Headcount measures should distinguish people from full-time equivalents; hour-based models should state the expected schedule. A temporary absence and a permanent vacancy have different operating consequences. Review the result with the work queue and service commitment. A high utilisation percentage can signal limited room for urgent work, rather than a reason to add more demand immediately.
Example with the supplied inputs
Customers retained: 90; Customers lost: 10; Retention program cost: 1000. Result: 10. The values are illustrative.
Compare one changed input
Customers retained changes from 90 to 99. The result becomes 9.1743. All other inputs remain fixed.
Calculation rule
Result = (([Retention program cost]) ÷ ([Customers retained] + [Customers lost]))
Inputs and output
| Input | Example value | Entry convention |
|---|---|---|
| Customers retained | 90 | Use the source quantity represented by customers retained. Keep the counted population fixed and avoid mixing a unit value with a period total. |
| Customers lost | 10 | Use the source quantity represented by customers lost. Keep the counted population fixed and avoid mixing a unit value with a period total. |
| Retention program cost | 1000 | Use retention program cost on the currency and period basis shown by the formula. Keep gross amounts, net amounts and unit amounts distinct; the page does not fetch a price or exchange rate. |
Output: 10 is the example result. Read it using the units and relationship stated below. Use the formula to distinguish a cash amount, count, percentage or ratio.
How to use the page
Collect the inputs
Gather Customers retained, Customers lost, Retention program cost. Use one period and the units shown in the form.
Run the calculation
Enter the values and select the action. The calculation rule above explains how the inputs produce the result.
Compare a scenario
Change Customers retained on its own, keeping the other inputs fixed. Read both results before changing another assumption.
Worked example
With the example inputs listed above, the result is 10.
Change Customers retained from 90 to 99 while keeping every other value fixed. The result becomes 9.1743. This comparison isolates that input; it does not forecast how other variables will respond.
Check the stated formula, units and limits before using the result in a decision.
Keep the displayed formula, input units and model scope with the result. Corrections or questions can be sent through the request section on this page.