CX & Support Metrics

Customer Lifetime Value (CLV)

Définition

Customer lifetime value (CLV) is the total net revenue a business can expect from a single customer across the entire length of their relationship.

Aussi connu sous : CLVLTVlifetime value

How to calculate it

A common simplified formula is: average purchase (or subscription) value × purchase frequency × average customer lifespan. For a subscription business, a shortcut is average revenue per account ÷ churn rate — a $50/month customer at 5% monthly churn has a CLV around $1,000.

More rigorous models subtract the cost to serve and discount future revenue to present value. However you compute it, CLV rises when customers stay longer (lower churn) or spend more, which is why it's so tightly coupled to retention.

Why it matters

CLV tells you how much a customer is worth, which sets a rational ceiling on acquisition spend and justifies investment in retention and support. When support reduces churn and lifts satisfaction, it directly extends customer lifespan — and CLV is where that value shows up in dollars.

Questions fréquentes

Why is customer lifetime value important?

It quantifies what a customer is worth over the whole relationship, so you can decide how much to spend acquiring and retaining them and prove the ROI of better support and lower churn.

How does support influence CLV?

Support affects the lifespan and spend that drive CLV: effective, low-effort help reduces churn and encourages expansion, both of which raise lifetime value.

Termes liés

Customer Retention Rate

Customer retention rate is the percentage of existing customers a company keeps over a given period, excluding any new customers acquired during that time..

Customer Churn Rate

Customer churn rate is the percentage of customers who stop doing business with a company over a given period — canceling, not renewing, or lapsing — relative to the total at the start of that period..

Customer Health Score

A customer health score is a composite metric that combines signals like product usage, support activity, satisfaction, and engagement into a single rating that predicts whether a customer is likely to renew, grow, or churn..

Cost per Resolution

Cost per resolution is the total support cost divided by the number of fully resolved issues, capturing what it costs to actually solve a customer's problem rather than just handle a single interaction..

Net Promoter Score (NPS)

Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend a company, product, or service to others, on a 0–10 scale..

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