Many businesses make a critical mistake when defining customer value: they treat it as a fluid, ever-changing metric rather than a fixed, measurable figure. For example, I once spoke to a business ...

One of the most important strategic moves any organization can make, regardless if it’s a corporate giant or a solo consultancy, is to be able to harness the power of the new media tools to know and ...

Your key metrics—or key performance indicators (KPIs)—are there to tell you how well you're meeting your customers' expectations and gaining conversions. One of the most important metrics to measure ...

What Is Customer Lifetime Value? Customer lifetime value (CLTV) means the total expected sales a single customer will generate throughout the business relationship with a company. CLTV is a pivotal ...

Launch dates don’t build customer loyalty—outcomes do. Here's why CX leaders are shifting from velocity to impact. Across boardrooms and executive status meetings, there’s a familiar drumbeat: “Are we ...