Personalization builds loyalty. Shallow segmentation isn’t enough. Customers expect relevant experiences that reflect who they are and how they interact with your brand. AI improves retention. AI can ...

Data from a study scheduled for release on Tuesday found advertisers and marketers should think about customer lifetime value (CLV) to successfully integrate artificial intelligence (AI) and its ...

Your key metrics—or key performance indicators (KPIs)—are there to tell you how well you're meeting your customers' expectations and gaining conversions. One of the most important metrics to measure ...

There are two types of customers: those who buy and those who keep coming back. Success in ecommerce, and retail in general, depends on the latter. For VCs backing ecommerce upstarts, exponential ...

Imagine a world where your marketing efforts go beyond short-term gains. A world where you can predict customer behavior, personalize experiences, and foster long-lasting loyalty. This world is within ...

The value of positive customer support interactions is enormous for most businesses. Brands that do social support well see a 6.7% increase in year over year revenue per contact, and those that don’t ...

Traditional retail metrics like customer acquisition cost (CAC) and customer lifetime value (CLV) are increasingly limited in providing a comprehensive view of customer value and marketing ROI. As ...

Buyer's remorse leads not just to chargebacks, returns, and negative reviews but also churn. When a client slips away with feelings of regret, you won't see the consequences just in your profit and ...

Driving trust. Building customer relationships starts with establishing trust through personalized, consistent value at every touchpoint. Long-term loyalty. Authentic connections at every stage of the ...

Forbes contributors publish independent expert analyses and insights. I teach growth leaders how to grow revenues, profits and firm value. I recently led several executive panels at the Customer ...

For managers and marketers alike, the power to calculate what customers might be worth is alluring. That’s what makes customer lifetime value (CLV) so popular in so many industries. CLV brings both ...

This exercise is one in a series intended to help students learn how to perform financial calculations in marketing contexts. Maru Keitou, a decorated former collegiate softball player with a PhD from ...