Measuring customer worth and lifetime value with Martha Rogers

Martha Rogers

Measuring customer worth and lifetime value

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Highlights:
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• 00:40 How do most financial services companies measure customer worth? Do you know of forward-thinking companies who are predicting what customers will be worth in the future in addition to what they are worth now?



• 04:07 What is the difference between a customer's worth and a customer's lifetime value?



• 06:07 How can we alert our call center agents when calls come in from high-value customers? We'd like to make agents aware that these calls are a priority. Are screenpops or something similar the best method for this?

Related resources on measuring customer worth

• ROI expert Tom Pisello shares his take on Return on Customer and customer lifetime value.

• Visit the Creating Customer Value podcast archive.

• Ask your own customer strategy questions of Peppers and Rogers to be answered on an upcoming podcast.

• If you prefer to read rather than hear Peppers and Rogers' answers, visit SearchCRM.com's Ask the Expert pages:

  Ask the Expert: Customer equity: Long-term and short-term
  Ask the Expert: Building trust with customer strategy
  
  

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