ChurnZero

JULY 14, 2021

To calculate customer lifetime value, you need to know your average revenue per unit/user, your gross margin, and your average customer lifetime length. Customer Lifetime Value Formula: CLTV = [Average Revenue Per User/Unit (ARPU) x Gross Margin] x Customer Lifetime.

Customer Journey Mapping 98

Customer Journey Mapping Metrics Lifetime Customer Customer Retention 98

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

JULY 26, 2021

Helps understand customer behaviors better. Continuous engagement via multiple channels helps customer retention. Reduced customer churn rates Greater brand equity Facilitates higher lifetime customer value Reduced costs of service. Does AI improve customer experience?

Customer Experience 11

Customer Experience Customer Journey Mapping Net Promoter Score Customer Experience Management 11