Customer Lifetime Value (CLV). Do You Value all your Customers?
The Wall Street Journal recently published an article on Customer Lifetime Value (CLV). An interesting subject to me, considering my background of 28 years in the global contact center and customer support industry. As many of you know, I am an entrepreneur who boot-strapped a Business Process Outsourcing (BPO) company called Emerging Global Services, LLC (EGS). To be frank, I view all customers impartially. Highly valuable. However, I recognize that some customers are