CSM Magazine
AUGUST 31, 2018
Many organizations are using customer journey mapping to understand and improve the experience of their customers. What is a Customer Journey Map? Customer Journey Maps are a visual representation of a customer’s relationship with your people, products, services and brand over time.
Up Your Service
AUGUST 9, 2018
Many organizations are using customer journey mapping to understand and improve the experience of their customers. But the variety of terms used to describe journey maps can be confusing. And that makes the mapping process itself confusing, too. What is a Customer Journey Map?
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Up Your Service
AUGUST 9, 2018
Many organizations are using customer journey mapping to understand and improve the experience of their customers. But the variety of terms used to describe journey maps can be confusing. And that makes the mapping process itself confusing, too. What is a Customer Journey Map?
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.
Bold360
MARCH 20, 2020
Put simply, you need to go where your customers are (i.e., to their preferred channels) in order to create customer experiences that convert them into loyal, long-term purchasers. What should a company consider when creating its customer engagement strategy? Customer churn is the result. Escalate service appropriately.
BlueOcean
MAY 16, 2017
These metrics are important, but the other side of the ledger is the customer experience – and lifetime customer value. We understand there is a business model for low value transactional work. And there are outsourced models that support that kind of requirement. How does that even make sense? But it doesn’t stop there.
CustomerSuccessBox
OCTOBER 21, 2021
The success of your business goes hand in hand with the success of your customer. For so many years, SaaS has focused so strongly on the acquisition that they have been blind to other aspects of the customer journey. Like sending a playbook to a specific module/use case that the customer wanted to use but couldn’t.
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