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The True Cost of Losing a Customer

BlueOcean

TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetime customer value potential. It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep.

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Measuring Customer Service Performance: Lifetime Customer Value

CSM Magazine

For NPS metrics, Promoters (10-9), Passives (8-7), and Detractors (6-0) divide how you’ll be measuring customer service performance, but they alone won’t give you the keys to the castle. It’s critical to know the tangible value of your promoters to the overall lifetime customer value. You do it again and again.

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The True Cost of Losing a Customer

BlueOcean

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.

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The Value of a Lifetime Customer – 8 Call Center Software Capabilities that Can Help Build Loyalty

NICE inContact

Instead, imagine what features like new self-service capabilities, intelligent routing, and a unified agent interface could do for your customer lifetime value. As you initiate your call center software selection process, keep in mind that many new loyalty-enhancing capabilities are within your budgetary reach.

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The Elements You Need for A Successful CX Program

InMoment XI

This means achieving one or more of the four key economic pillars: acquiring more customers, keeping more customers (reducing churn), growing lifetime customer value (CLV), or reducing cost to serve.

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Relationship Marketing: The Value of Marketing to Current Customers

Help Scout

Relationship marketing is customer marketing strategy that emphasizes retention, loyalty, satisfaction, and lifetime customer value. Read the full article

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4 C’s of CX Culture: How Well is Your Company Doing?

Experience Investigators by 360Connext

Great customer experience means better business results. Customers will spend more, stay longer and tell their friends about the brand. If metrics like retention rate, lifetime customer value, and new leads from referrals are important to your company, then great customer experience is too.

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