Customer Value Index

Your Results

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Overall Value

Use your findings to work smarter by focusing your efforts on customer retention, expansion, and revenue efficiency.

YOUR SCORE: /120

VALUE LEADER

Small value gap
Customers reach outcomes quickly and continue to realize value
Value delivery scales efficiently

Focus: Optimize, not overhaul

VALUE BUILDER

Moderate, addressable value gap
Initial value or lifetime value is inconsistent
Scale introduces friction

Focus: Tighten execution and alignment

VALUE STRIVER

Significant value gap
Customers stall after purchase or plateau over time
Renewals and expansion are at risk

Focus: Structural changes required

VALUE AT RISK

Severe value gap
Value is promised but rarely realized
High churn risk and internal strain

Focus: Urgent intervention required

Initial Value

Goal: Customers reach meaningful outcomes fast.

YOUR SCORE: /30

STRONG
Next Steps for Mastery:

Tighten time to first value benchmarks
Reduce remaining friction and handoffs
Codify what works by segment

INCONSISTENT
Strategic Focus Areas:

Define one clear “first value” outcome per segment
Simplify onboarding steps and sequencing
Align sales expectations to delivery reality

WEAK
Strategic Focus Areas:

Redesign onboarding around value outcomes, not tasks
Eliminate unnecessary steps, roles, and meetings
Introduce early risk detection and intervention

CRITICAL
Strategic Focus Areas:

Pause scaling efforts
Reset onboarding promises and scope
Build a prescriptive onboarding path from scratch

Lifetime Value

Goal: Value compounds instead of stalling.

YOUR SCORE: /30

STRONG
Next Steps for Mastery:

Expand value conversations to executive levels
Formalize expansion paths tied to outcomes
Systematize success planning

INCONSISTENT
Strategic Focus Areas:

Shift success metrics from activity to outcomes
Introduce regular value reviews
Identify leading indicators of renewal risk

WEAK
Strategic Focus Areas:

Redefine what success means post onboarding
Build playbooks for stalled adoption
Re-engage executive sponsors

CRITICAL
Strategic Focus Areas:

Stop treating renewals as sales events
Establish ongoing value ownership
Redesign the customer lifecycle around outcomes

Value at Scale

Goal: Growth improves value delivery, not degrades it.

YOUR SCORE: /30

STRONG
Next Steps for Mastery:

Optimize automation and segmentation
Reduce cost to serve without lowering outcomes
Invest in proactive value monitoring

INCONSISTENT
Strategic Focus Areas:

Standardize journeys by segment
Introduce digital and low touch motions
Reduce reactive work

WEAK
Strategic Focus Areas:

Simplify processes and roles
Document playbooks and decision rules
Introduce basic automation

CRITICAL
Strategic Focus Areas:

Halt aggressive growth
Reset service models and capacity planning
Design scalable journeys before adding customers

Go to Market Alignment

Goal: Eliminate value leakage across the value journey.

YOUR SCORE: /30

STRONG
Next Steps for Mastery:

Tighten feedback loops between teams
Align incentives to customer outcomes
Use a shared “north star” metric across functions

INCONSISTENT
Strategic Focus Areas:

Standardize handoffs and success criteria
Align sales commitments with delivery capacity
Create shared visibility into customer goals

WEAK
Strategic Focus Areas:

Redefine roles and responsibilities
Create a single source of truth for customer outcomes
Address misaligned incentives

CRITICAL
Strategic Focus Areas:

Run a cross functional reset
Establish executive ownership of value delivery
Rebuild alignment before optimizing execution

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Let's explore how to close the gap between what you promise and what you deliver.

Whether you’re looking to bring strategic insights to your team through a keynote, align your organization through targeted workshops, or transform your customer value approach through consulting, it starts with understanding where you are today.