Customer Care, Effort Score and Lifetime Customer

Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

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

Customer Care Contact Center Net Promoter Score Metrics

Are You Using 1999 Metrics to Measure 2019 Customer Care?

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

Metrics Customer Care 2019 Measurement

CXDNA Update

Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

Are You Using 1999 Metrics to Measure 2019 Customer Care?

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