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Understanding LifetimeCustomer Value (LCV) and how the service and support experience contributes to or detracts from the realization of LCV is critical ( more on the LCV metric here ). How do those NPS and CSAT scores look? These scores and metrics aren’t the only way to look at the customer experience, though.
Customerlifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole interactions or “lifetime”. Customerlifetime value estimates can be complicated due to variations in product type, price, frequency of purchase, and total buy volume.
Customerlifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole interactions or “lifetime”. Customerlifetime value estimates can be complicated due to variations in product type, price, frequency of purchase, and total buy volume.
Aimee Lucas has over 20 years of experience in improving service delivery and transforming customer experiences through employee engagement and customer-centric process improvement initiatives. Principal Analyst, most of her work is focused on research, advisory, and training efforts on shaping the future of experience management (XM).
With that in mind, it’s clear that the quality of your customer experience is directly correlated with LifetimeCustomer Value. (We We discussed the LCV metric in more depth in our recent blog post, The True Cost of Losing a Customer.). Data is the GPS Mapping Your Customer Experience. Sound complicated?
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