Calculating and Using Customer Lifetime Value
What is Customer Lifetime Value (CLV), why it’s important and how to calculate it for a range of customer relationship types.
What is Customer Lifetime Value (CLV), why it’s important and how to calculate it for a range of customer relationship types.
This regularly updated post provides links to the most popular Customer Experience (CX) podcasts along with their focus, key presenters and durations.
This regularly updated post provides links to the most popular (defined below) books on CX and related areas, along with their authors, ratings and prices.
SMS messaging continues to grow in popularity as a tool for businesses to talk to customers. Texting has unique benefits as a communication method that
In B2B, customer interactions are pivotal exchanges. A serious misunderstanding can fatally undermine a business relationship and the question is simple: are you making the
Examining customer churn prediction: what it is, why it’s important and how to go about it for both B2B and B2C companies
Self-service is rapidly emerging as the preferred option for most digital consumers. In a world where we can all access online shopping experiences in seconds,
Customer retention is an important driver of overall business value. It’s quite simple: the fewer customers you lose the faster you grow. For B2C, i.e.
With the rise and rise of interest in Customer Journey Mapping there has been a commensurate rise in software applications to document, manage and print
I am often asked, What is the best way to develop and implement strategies to increase customer value? From a customer perspective, there are only
These days, many of my clients (and in fact businesses in general) are aware of the relevance and benefits of retaining their current customers. After
One August morning in 2015, HSBC workers arrived on a seemingly normal Friday; but normal it was not. Soon the phones started ringing: “None of
Designing your business so that all of your customers are always 100% satisfied is a nice idea but not realistic. So at some point you
Providing really effective customer service doesn’t have to be difficult. Like most things in life it abides by the famous 80/20 rule: 80% of the
Customer service is important for every business and I want to make sure that here at Genroe we’re delivering great service. But what is great customer
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