ZERO-IN on the Customer Experience

Good customer experience starts with knowing what your customers actually came for. This guide gives you the frameworks to define your CX philosophy, reframe how you measure customer value, and extend your impact all the way to the end-user.

What’s inside

• How to build a customer experience philosophy that guides decisions at every level
• The “3 Cs” framework for measuring clarity, consistency, and communication
• Why your definition of customer value may be working against you
• The dual value model: realized value and perceived value
• A customer success value scorecard to predict churn and renewal risk
• How to activate the ripple effect in B2B2C customer success

Contributors

Built from expert sessions at ZERO-IN 2025.

• Jennifer Courchaine, VP Customer Experience, Vehlo
• Chris Sachs, VP Value Enablement, seoClarity
• Devin Joyce, Customer Success Leader, Clerri

You’ll come away knowing how to:

• Define and document a CX philosophy that cuts through ambiguity and drives consistent team behavior
• Build measurable pillars that turn your philosophy into results
• Shift from activity metrics to the outcomes that actually predict renewal
• Use the dual value model to score customer health and eliminate surprise churn
• Map end-user milestones into your existing customer journey
• Equip customers with the resources they need to serve their own users