20 min
Finally! An Actionable New Metric for Growing Customer Revenue
Lihong Hicken, Co-Founder & CEO, TheySaid - CS teams typically own and track the following metrics but there are challenges with each. NRR and GRR– Great, but it is a lagging metric Product usage- Tells you what customers are doing, but not why? CSM feelings– Not scalable, not reaching every NPS- Not actionable TheySaid is introducing a metric you can actually act on before your customers churn. TheySaid is rolling out a CPV score, Customer Perceived Value™ that measures value delivered to customers by customers. It is forward-looking, actionable insights that every CS team wishes they had.
