Market share:

Market share is basically how much of customer base is acquired by a particular company
compared with total customer base in that category, now with Zabdesk, we know exactly how
many students are active, and with we know how many total grads in that category (e.g. BBA).

Retention rate:

It is basically how many of our customers return for another purchase. Now for Zabdesk there
will be different categories of customers each will have a different type of retention, like for
students, when they complete their bachelors program, are they coming back for masters too or
they are switching to other institution. And for teachers to they apply again after the expiry of
their contract.

Defection:

Number of customers who left, it is basically inverse of retention rate, here we will just minus
the retention rate from 1.

Life-time duration:

The duration from acquisition of customer till the very last purchase of the customer is called
customer Life-time duration and the purchases that he makes, or revenue generated through him
is called customer life-time value. At Zabdesk, we can have easy track of duration & financials
so this value could easily be extracted and will help in serving the right customers.

Survival rate:

It is showing how many customers are left, compared to the start of the period, for Zabdesk it
will be like at the start we had 1000 students in first year 100 switched to other universities & 50
were fired because of probation, and for second year 10 student left & 10 were fired for
probation, then the survival rate is= 100+50+10+10=170, 1000-170= 830/1000= 0.83

Win-back Ratio:

This ratio tells how many customers left initially and then we were able to win them back. Here
on Zabdesk, it will be applicable for teachers, that if a teacher leaves szabist and teachers at any
other institute, how many of them return.