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

CCO Council

MAY 13, 2014

In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI. What is the cost of each call into the call center?

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

CSM Magazine

JUNE 12, 2015

In that perfect world, customer retention would be at 100% and customer turnover would be zero. Since that’s not the world we live in, customers need to experience prompt and dedicated attention at every major customer touch point. Can Any One Contact Center KPI Boost Customer Lifespan?

Lifetime Customer 40

Lifetime Customer Measurement Customer Service Effort Score 40

BlueOcean

DECEMBER 22, 2015

With customer service channels in constant movement, what will be the impact on the phone channel? Lifetime Customer Value: Measuring Customer Service Performance. Don’t we all wish that customers came with a lifetime guarantee? Read more > 2. Read more > 3.

Self Service 120

Self Service Contact Center Comparison Call Center 120

Totango

FEBRUARY 26, 2019

Before you embark on onboarding customers, define the goals and expectations that will mean success. Once you know what you’re aiming for, make success measurable by setting up key performance indicators (KPIs). 5: Measure Your Results. When you reach the end of the onboarding period, look back and measure your results.

Strategy 78

Strategy Software Lifetime Customer Social Media 78

CSM Practice

SEPTEMBER 16, 2021

Without that crucial information, you can’t develop an effective customer retention strategy. Enter: Customer Lifetime Value. Let’s take a closer look at customer lifetime value, how to calculate it, why it matters for customer retention, and how to improve these metrics to amplify the success of your business.

Connections 52

Connections Lifetime Customer Customer Retention Fashion 52