BlueOcean

FEBRUARY 7, 2019

The more loyal those customers are, the more they buy. With that in mind, it’s clear that the quality of your customer experience is directly correlated with Lifetime Customer Value. (We We discussed the LCV metric in more depth in our recent blog post, The True Cost of Losing a Customer.). Sound complicated?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

BlueOcean

JANUARY 8, 2019

But if that interaction also results in a negative experience, the customer support experience can become the straw that breaks the camel’s back. Calculating Lifetime Customer Value. Obviously, the cost of losing a customer isn’t as simple as the loss of one particular sale or the associated make-good.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

BlueOcean

OCTOBER 6, 2020

Well, in a B2B customer success model, measuring renewal rates holds your outsourced partner accountable to targets that are tied to revenue and retention. Understanding Lifetime Customer 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 ).

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156