Reference Library | Chevaux en harde

The Reference Library offers concise, evidence-based explanations of foundational CX metrics and frameworks. Each entry provides clear definitions, methodological guidance, and global perspectives to support your strategic initiatives.

Topics in This Library

Net Promoter Score (NPS): A succinct measure of customer loyalty and advocacy (Net Promoter Score (NPS)).
Journey Mapping: Techniques for visualizing and optimizing customer journeys across all touchpoints (Journey Mapping).
Churn: Analysis of customer attrition drivers and effective retention strategies (Churn).
Customer Lifetime Value (CLV): Approaches to calculate and leverage the long-term value of customer relationships (CLV).