CPV in Action: Elements Case Study  

In a strategic move to enhance their understanding of customer interactions, Elements rolled out TheySaid’s CPV pulse survey which is centered around Problem, Product, Price, and People.

The analysis showed the CPV score for SMB (small and medium-sized businesses) was markedly lower compared to the Mid-market and Enterprise segment. The ah-ha was that despite SMB customers demonstrating the least value, they consumed a significant portion of the team's support resources.

This data-driven revelation became a pivotal point for Elements. The lower perceived value among SMBs, despite the intensive support they demanded, made the shift towards the faster-growing and higher value-receiving Mid-market segment a clear and unified decision among team leaders. A deep dive into understanding customer value not only enabled Elements to channel their energy more efficiently but also helped them identify the right Ideal Customer Profile (ICP). By recalibrating their focus based on these insights, Elements successfully identified more potent growth channels.