There’s a New Way CS Leaders Should Measure Value Generated

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There’s a New Way CS Leaders Should Measure Value Generated process.st/measuring-customer-value June 30, 2021

Jane Courtnell June 30, 2021

According to Deloitte Insights, advances in technology are changing the business landscape and they are calling this a digital disruption. This is altering customer expectations and demands, presenting critical challenges for customer success teams globally. To successfully ride this wave of change, Deloitte – and us here at Process Street – believe businesses should rethink how they are measuring value delivered to the customer. The aim is to ensure these measurements are customer-centric to refine CS activities and enhance the customer’s experience. Think of it as a customer success evolution in response to digital disruption. This CS transformation has the potential to bolster positive referrals by 83%, lower costs by 20%, and increase customer lifetime value by x1.6. What have you got to lose?

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