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Mastering Customer Success

You're reading from   Mastering Customer Success Discover tactics to decrease churn and expand revenue

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Product type Paperback
Published in May 2024
Publisher Packt
ISBN-13 9781835469033
Length 170 pages
Edition 1st Edition
Tools
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Authors (2):
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Jeff Mar Jeff Mar
Author Profile Icon Jeff Mar
Jeff Mar
Peter Armaly Peter Armaly
Author Profile Icon Peter Armaly
Peter Armaly
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Toc

Table of Contents (16) Chapters Close

Preface 1. Part 1: Foundational Concepts for Business Success
2. Chapter 1: Optimizing Your Key Metrics for Growth FREE CHAPTER 3. Chapter 2: Building a Strong Foundation – Key Knowledge for Success 4. Chapter 3: Strategies for Effective Book of Business Management 5. Part 2: Optimizing Customer-Centric Strategies
6. Chapter 4: Streamlining Onboarding and Boosting Engagement 7. Chapter 5: Building Referenceable Customers 8. Chapter 6: Leveraging Data for Customer Success 9. Chapter 7: Building Your Customer Success Inner Circle 10. Part 3: Navigating the Customer Success Landscape
11. Chapter 8: Strategies for Retention and Expansion in Your Business 12. Chapter 9: Mastering Crisis Management for Business Resilience 13. Chapter 10: The Exciting Future of Customer Success 14. Index 15. Other Books You May Enjoy

Customer lifetime value

We listed customer lifetime value or CLTV as an item in the Quantitative metrics – where evidence emerges section, but we feel it deserves a separate discussion because of what it should represent to forward-leaning companies. Because subscription businesses are completely reliant on recurring revenue – since profits aren’t realized until customers renew their subscriptions at least once – within companies, there should be an intense focus on understanding and executing strategies to ensure all customers stay through many renewal cycles. It’s revenue growth that is rewarded by investors and what drives up a company’s valuation in the market.

So, CLTV should be considered as more than a metric like any other that the CS organization tracks. Because of its nature as a long-term information source, it could even be seen as a proxy for the state of health of the company, a company that is attractive to investors because...

You have been reading a chapter from
Mastering Customer Success
Published in: May 2024
Publisher: Packt
ISBN-13: 9781835469033
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