Service Value Management (SVM^SM) is about more than providing your customers with high-quality and world-class support; it’s about transforming the customer experience. Face it, in today’s highly connected world, good customer support just doesn't cut it; and one customer experience has the power to affect many others. Service organizations need to transform from traditional customer support to customer service and from cost centers to profit centers.

At Kepner-Tregoe (KT), we take a holistic, systematic approach to creating business value by making service a direct, profound driver of revenue and profit. learn more...

What is Customer Lifetime Value?

If you had to put a single dollar value on a customer, what would that be? That dollar value is Customer Lifetime Value (CLV), the present value of all future cash flows attributed directly to your relationship with that customer. Focusing on CLV allows you to make decisions that align your service organization with your company’s strategy and achieve your targeted bottom-line results. learn more...