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CUSTOMER LIFETIME VALUE SELF-ASSESSMENT TOOL      
                           
  To get an estimate of your company's potential for developing and leveraging technology and processes to
enhance your customers' overall experience to drive high customer engagement, thereby increasing
customer lifetime value, please answer the questions below. Your use of this tool is subject to these Terms of Use. 		   
         
                           
  BUSINESS ORIENTATION Select Answer    
     
To what extent do you agree that the following describe your company?        
  We have an existing program to manage the quality of customer experience    
   
  We believe that managing the customer experience will drive customer lifetime value
   
  Our company prefers to focus on developing and defending existing markets  
   
  We prefer to offer premium quality products and services        
   
  CURRENT CAPABILITIES Select Answer    
     
How satisfied are you with your company's current capabilities in each of the following?      
  The ability to initiate proactive outreach to customers        
   
  Offering attractive promotions to customers          
   
  Ability to upsell                
   
  Use of multiple channels to sell to the customer          
   
  RELATIVE PERFORMANCE Select Answer    
     
Relative to other companies in your industry, how would you rate your company's        
performance over the past two to three years in terms of the following?        
  Profit growth                
   
  Overall profitability                
   
  Overall customer satisfaction              
   
  Customer retention                
   
  ESTIMATED PROFIT AND INDUSTRY BENCHMARKS Enter Estimate    
     
Please provide us your estimates for the following:                
  Your company's profit last year (USD)?               USD  
  Average annual profit growth of companies in your industry?         %  
  What is the likely annual profit growth of companies performing at the following levels?      
  - Somewhat BETTER than the industry average       %  
  - Significantly BETTER than the industry average       %  
  - Somewhat WORSE than the industry average       %  
  - Significantly WORSE than the industry average         %  
  Roughly what is your company's target annual percentage increase in revenue?   %  
  AVERAGE REVENUES AND COSTS PER CUSTOMER Enter Estimate    
     
Please provide us your estimates for the following:                
  What is your average annual revenue per customer? (USD)         USD  
  What is your average margin on revenue per customer? (%)         %  
  On average, how much does it cost to support one typical customer per year? (USD)   USD  
  On average, how much does it cost to acquire or win a new customer? (USD)     USD  
  On average, how many years does a customer stay with your company? (Years)   Years  
               
RESULTS
 
Current Overall CLV Performance Potential:
The following is a short description of those 2 levels of CLV usage that is further explained in the white paper.
 
 
 
 
 
   
 
 
 
 
   
Shifting Your Company to a Fully Optimized CLV Strategy could accelerate Annual Profit Growth
     
  A Fully Optimized CLV Strategy involves one or more of the following components:  
 
 
 
 
 
 
 
 
  This strategy increases the likelihood of achieving profit growth and customer loyalty levels that are  
  significantly better than the industry average.  
         
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  Your Company's likely annual profit growth of
 
  could be
 
  with a Fully Optimized CLV Strategy with a Fully Optimized CLV Strategy  
 
 
 
 
     
Shifting Your Company to a Fully Optimized CLV Strategy could accelerate growth in Customer Lifetime Value
 
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Your Customer Lifetime Value could be  
 
 
   
higher in three years  
if Your Company can shift to a Fully Optimized CLV Strategy  
 
 
  The Year 3 projection for Your Company is based on the calculated expected value of profit growth rate for your current CLV performance potential.  
  The Year 3 projection for the Fully Optimized scenario is based on the calculated expected value of profit growth rate of a Fully Optimized CLV user.  
 
Improved Customer Retention lets Your Company shift more attention to true net growth
     
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
     
     
 
 
 
 
 
 
 
 
 
           
 
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  Impact on Marketing Effort:   Impact on Marketing Effort:  
 
 
 
 
 
 
 
 
 
 
   
 
Results are offered for informational use only. Avaya does not warrant the accuracy of these results.
 
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