The Significance of Customer Engagement: An Investigation into Customer Lifetime Value

Positive interactions contribute favorably to a customer’s overall impression of a company. Good experiences drive higher engagement and create satisfaction. And satisfied customers are more likely to spend, to recommend to others, and to remain loyal.

Customer engagement is critical to CLV–the present value of all the future cash flows attributed to a customer relationship. To achieve maximum CLV, you need to quantify the value of customer engagement by determining the optimal mix of strategy, people, processes, culture, and technology. 

Review Avaya-Sponsored Frost & Sullivan’s research on industry perceptions and experience with CLV.

  • Define the elements of CLV
  • Study key research on CLV
  • Learn the underestimated role of customer retention
  • See what initiatives, strategies, and solutions can support CLV

 

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