CALCULATING CUSTOMER VALUE

Описание: #calculatingcustomervalue #customersuccess

What is customer value, and how much of an impact did your service or product actually make on customer value? In other words, do you have a method of calculating customer ROI?

Many customer success executives and customer success managers struggle not only with articulating customer value but also proving it using a ROI calculation.

If CSMs do succeed at articulating some moments of value, it's even more difficult to prove and quantify it in dollar amounts.

Generally speaking, calculating the ROI for customers requires a consistent method to quantifying the value delivered in terms of how much money your solution helped your customers make or save .

Once figured out, delivering a ROI calculation your customers agree with, can take your CSM relationship with your customers to another level and elevates the discussion with the leadership team.

The first step to calculating customer value and proving it, is knowing how the customer feels and how they engage. The next step in knowing how to create customer value is showing that the return on investment (ROI) is greater than the amount that was invested. By partnering with the customer in a meaningful way, your engagement shifts to being a trusted advisor, thereby accelerating the path to a renewal discussion that is more quantitative and data-driven.

In this fireside chat, Eyal Maor, Senior Vice President of Customers at GlassBox Digital, walks us through the process of overcoming common barriers to calculating customer ROI and the essential steps in quantifying and proving it.

He also provides examples of the Customer Value Analysis dashboard and ROI formulas his CSMs use at GlassBox, and shows how this strategy made an impact on their engagement with customers.

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BONUS RESOURCES:

⏬ Download Eyal Maor's Slides: Creating & Calculating Customer Value:
https://www.csmpractice.com/creating-...

📑 Read this blog about how to Prove Customer Value to your Customers:
https://www.csmpractice.com/how-to-pr...

🎥 Watch this video How to Measure and Prove Customer Value:
https://bit.ly/3g5h0SF

📑 Blog: How to Create Customer Value: Tips to Best Balance Your Customer Value
https://www.csmpractice.com/balance-c...

🎥 Video: Innovative Trends in Proving Value to Customers
   • Innovative Trends in Proving Value to Cust...  

🎥 Video: How to Define Value KPIs With Your Clients
   • How To Define VALUE KPIs With Your Clients  

Watch the full video now and learn more about Creating and Quantifying Customer Value.

0:00 Intro
2:05 What is Customer Value?
2:48 impact of calculating ROI
5:14 Integrating ROI Into a Dashboard
7:35 Quantifying Customer Value
16:24 Evaluating CSM Performance
19:55 CSM Compensation & ROI
20:39 Presenting Use Cases to Customers
23:10 How to Create an ROI calculation
25:16 Success factors for ROI calculations