Creating Customer Value, Measuring customer worth and lifetime value with Martha Rogers, January 2008
Understanding customer worth can be difficult, and there are many different ways to define, measure and manage a customer's value. In the latest installment of Creating Customer Value, a podcast series with Peppers and Rogers, Martha Rogers answers questions from SearchCRM.com readers on understanding and measuring customer worth. Martha explains how customer worth can be measured in a variety of ways. She also discusses the difference between customer worth and customer lifetime value, two terms that are easily confused.
|Measuring customer worth and lifetime value|
Download the podcast: Measuring customer worth and lifetime value
- 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?
- 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:
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|Related resources on measuring customer worth|