What skills and metrics CX teams need in ecommerce: an analysis
Zendesk
OCTOBER 11, 2021
These metrics can usually show how CX teams are doing in aggregate and directionally, but fall short in giving actionable insights that CX leaders can use to improve processes and performance. Customer lifetime value (CLTV) gives CX leaders a sense of how loyal a customer is to the brand and is a good proxy for brand loyalty.
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