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5. Do you use Customer Lifetime Value (CLV)? If you're linking satisfaction research to Customer Lifetime Value (CLV) to further refine who your most profitable customers are, you'll feel at home with the Religence Framework. CLV is one of the key metrics in our strategy decision model. Because we also track Contribution to Profit to Date in our operational CRI tracking system, an interesting analysis is comparing customers with high and low CLV to customers with high and low Contribution to Profit to Date. So if you haven't been using CLV, you should consider it. But also
consider the Religence Framework. We can take you to an operational
level beyond CLV—where CLV and satisfaction scores don't have to
be your proxy for effectiveness anymore. Where you can measure strategy
execution and effectiveness by how profit is earned in real time—through
your customers and your interactions with them. |
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