3.10.2022 | Client Lifetime Value

Client Lifetime Value (CLV) calculations form a critical part of understanding how to invest and where to invest in your client experience efforts. Too often, firms look at short-term indicators to quantify how valuable a client is (such as trailing 12-month profit generated). Sophisticated firms are building more accurate models of client value that factor in the total expected profit a client will generate throughout the duration of their relationship with your firm. In this workshop, we will present several case studies, including how one firm analyzed the CLV of their clients factoring in profit, churn, and client sentiment data and identified a strategy to generate $138K in future CLV for each ‘unhappy’ client converted to a ‘happy’ client. You will learn how to gather these metrics yourself and perform this analysis for your firm and quantify the return on your CX investment.