MEASURING CUSTOMER EXPERIENCE VALUE

摘要

A disclosed method includes determining a customer experience value (CXV) of an entity by a server computer. The CXV may be determined by calculating a customer acquisition value of the entity, calculating a customer retention value of the entity, and calculating an operation efficiency value of the entity. The customer acquisition value may be based on at least one of a measure of acquisition performance of the entity or a measure of operational performance of the entity. The customer retention value may be based on at least one of a measure of customer retention or a measure of service quality. The operation efficiency value may be based on at least one of a measure of operating costs of the entity or a measure of strategic costs of the entity. The method includes using, by a customer relationship management application, the determined CXV to indicate a measure of customer satisfaction.

主权项

1. A method comprising:
determining a customer experience value of an entity by a server computer, the customer experience value determined by:
calculating a customer acquisition value of the entity the customer acquisition value based on at least one of a measure of acquisition performance of the entity or a measure of operational performance of the entity;calculating a customer retention value of the entity, the customer retention value based on at least one of a measure of customer retention or a measure of service quality; andcalculating an operation efficiency value of the entity, the operation efficiency value based on at least one of a measure of strategic costs of the entity or a measure of operating costs of the entity; and using, by a customer relationship management (CRM) application at the server computer, the determined customer experience value to indicate a measure of customer satisfaction.