Jim Berryhill, DecisionLink Chairman of the Board & Co-Founder, is on a mission to transform customer value into a strategic asset. When virtually every company today says they are customer-centric, ...

In business, you can’t improve what you’re not measuring—and today’s organizations typically measure progress and success with key performance indicators (KPIs). A successful business is synonymous ...

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 ...

Underwhelming sales figures and consistently high churn rates are pervasive problems for organizations large and small. Effectively communicating the value of your product or service to each customer ...

For decades, customer service was treated as a cost to be minimized — a department that existed to fix problems rather than fuel progress. But in today’s connected economy, every customer interaction ...

This article was published in 2026 and references a historical event from 2005, included here for context and accuracy. Tension: Companies have more customer data than ever, yet struggle to balance ...

Value to a vendor can be seen in the form of customer retention, revenue, customer data, and advocacy. Value to customers is in the form of products, efficiencies gained, data, and more. To achieve ...

Lifetime value (LTV) is a significant metric that helps estimate the growth of a company. By comparing LTV to customer acquisition cost, the results can help make crucial decisions. This might include ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More One of the major challenges leaders of software companies face is giving ...

In the realm of customer feedback metrics, few have garnered as much attention and adoption as the Net Promoter Score (NPS). Introduced two decades ago by Frederick Reichheld in his seminal Harvard ...