Abstract: A disclosed method includes determining a customer experience value (CXV) of an entity by a server computer. The CXV may be determined by calculating a customer acquisition value of the entity, calculating a customer retention value of the entity, and calculating an operation efficiency value of the entity. The customer acquisition value may be based on at least one of a measure of acquisition performance of the entity or a measure of operational performance of the entity. The customer retention value may be based on at least one of a measure of customer retention or a measure of service quality. The operation efficiency value may be based on at least one of a measure of operating costs of the entity or a measure of strategic costs of the entity. The method includes using, by a customer relationship management application, the determined CXV to indicate a measure of customer satisfaction.