The account movement report classifies customers as “active” or “inactive” and illustrates how customers have moved between those categories, from month to month.
- When a customer makes a purchase, they will be considered “active” for the next 12 months, including the month of the purchase (consumers / persons) or 4 months (businesses / B2B customers). If a person makes a purchase on January 20, 2024, they will be an “active” customer until December 2024.
- When that period passes and the customer has not returned (has not made another purchase), they will be reported as a “lost” customer the next month, and “inactive” after that.
- When an inactive customer returns, they will be reported as “recovered”.
- A customer that has been just entered into Erply is either a "new" customer or a “new inactive” customer, depending on whether they have already made a purchase or not.
The percentages at the bottom of the report are calculated as follows:
- New account growth rate = New accounts / Beginning active accounts
- Recovery rate = Recovered accounts / Beginning inactive accounts
- Attrition rate = – (Lost accounts / Beginning active accounts)