A 2024 Gainsight report reveals that 73% of churned customers felt they did not see value quickly enough to justify their investment. In today's fast-paced market, customers seek immediate solutions to their problems. The Time to First Value (TTFV) metric is essential in determining whether a customer will continue using a product or service. Value is uniquely defined by the customer and encompasses functional, emotional, and strategic elements. Understanding and enhancing the TTFV can significantly improve customer experience and retention rates.
According to a 2024 Gainsight report, 73% of churned customers said they never saw value early enough to justify their investment.
Time to First Value (TTFV) is the critical but often overlooked moment that defines whether customers will keep going or give up.
#customer-experience #value-proposition #retention-strategies #time-to-first-value #customer-insights
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