Ryan Suydam/Brad Porterfield – Client Savvy

Client Lifetime Value calculations form a critical part of understanding how to invest and where to invest in your client experience efforts. Too often, firms look at short-term indicators to quantify how valuable a client is (such as trailing 12-month profit generated). This session presents how one firm analyzed the CLV of their clients factoring in profit, churn, and client sentiment data and identified a strategy to generate $138K in future CLV for each ‘unhappy’ client converted to a ‘happy’ client.