Time to First Value
A guide to speeding up customer success to reduce customer churn.
Each year, more and more companies recognise the importance of generating recurring revenue. Even for companies where Pay As You Go (PAYG) remains the primary business model, contract renewal and expansion are key drivers of growth and enterprise value.
Achieving this growth requires careful management of customer adoption and churn, which is why Customer Success has become such a critical business function in the last few years.
The foundation of Customer Success is an effective process for customer onboarding, implementation and launch. This reduces the time it takes for customers to see value from their purchase, known as Time to First Value (or TTFV).
But what exactly is TTFV, why is it so important, and how can you minimise it?
In this white paper we explore:
- The concept of Time to First Value, which is just one aspect of Imparta’s Customer Success & Renewals programme
- The techniques you can use to reduce TTFV to benefit your customers, and your own organisation, which we explore in further detail in our webinar: 9 ways to reduce churn and drive customer success.
Complete the form below to download the white paper.
FAQs on Time to First Value & Customer Success
What is Time to First Value (TTFV) in sales?
Time to First Value refers to the period between when a customer adopts a solution and when they experience their first meaningful benefit or outcome from it. Reducing TTFV accelerates ROI for both customers and vendors and is a critical metric in driving adoption, satisfaction, and expansion.
Why does TTFV matter for sales and customer success teams?
A shorter TTFV boosts customer confidence, increases user engagement, and drives faster renewal and expansion decisions. It also helps sales teams demonstrate tangible value early in the relationship, strengthening trust and reducing the risk of churn.
What are common barriers that slow down TTFV?
Barriers include unclear onboarding processes, lack of training or motivation among users, poor communication between vendor and client teams, and insufficient alignment on what “value” looks like for each stakeholder.
How can you accelerate TTFV for your customers?
Accelerate TTFV by setting clear success metrics, providing targeted onboarding, supporting champions within the client organisation, sharing best practices for implementation, proactively removing barriers to adoption, and celebrating quick wins to build momentum.
How does i-Coach® AI help drive faster TTFV?
i-Coach® AI delivers proactive, context-aware coaching during onboarding and adoption. It guides users through setting goals, identifying risks, building skills, and applying best practices ensuring users are equipped and motivated to reach value milestones quickly without sacrificing skill development.
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