Metric of the Week: How to Reduce Customer Cancellations With Just Two Metrics
WATCH ON-DEMAND • DERRICK SAUNDERS
Knowing your customer lifetime value (LTV or CLV) is invaluable as it can aid in making informed operations decisions and contribute to strategic improvements to your business model. Resolution rate goes hand-in-hand with LTV, allowing you to determine if your customer service is up to par with your promised service level agreements (SLAs). Tracking both metrics enables you to determine pain points current customers are experiencing that may contribute to a lack of contract renewals.
In this webinar, Derrick will highlight:
- Why your company should be looking at LTV and resolution rates
- How to calculate both metrics accurately
- Best practices for utilizing Grow to track these invaluable metrics