Watch Intro Video
  • 9 International eCommerce Experts

  • 20 Chapters & over 100 Video Lessons

  • More than 12 Tools, Calculators & Resources

World-Class Instructors

How will this course help me?

Each graduate of the CVO Academy will receive an unique CVO Expert Certification that they can include on their resume or as a badge on their Linkedin Profile.

To be a Certified Customer Value Optimization Expert means to master leveraging customer insights, being able to predict customer behavior and knowing how to use all the necessary eCommerce tools and disciplines from Support to Analytics to Email and Ads to generate a positive Customer Experience and increase Customer Lifetime Value.


  • $749

    For just $749, you get access to the full pack of video courses normally valued at over $4700 as well as the CVO Expert Certification.

Sneak Peek from the course

Watch our free Previews

Browse through the free preview lessons to get an idea of what you will learn in the Customer Value Optimization course. Check the playlist below the video.

See all Preview Lessons

Course curriculum

  • 01

    Chapter 1: Why CLV Matters in eCommerce

    • Welcome to the CVO Expert Certification Program!

    • Intro

    • Lesson 1: It Takes 2 to Tango

    • Lesson 2: The e-Commerce Growth Formula

    • Lesson 3: Product-Centric vs Customer-Centric Companies

    • Lesson 4: How to calculate CUSTOMER LIFETIME VALUE

    • Lesson 4: Tool - CLV Formula Calculator

    • Lesson 5: Customer Lifetime Value To Customer Acquisition Cost Ratio

    • Quiz

  • 02

    Chapter 2: The Customer Value Optimization Framework

    • Lesson 1: The CVO Methodology

    • Lesson 2: Tool - The Customer Value Optimisation Timeline

    • Lesson 3: Ongoing activities: The 4 CVO Campaign types

    • Lesson 4: The PECTI Prioritization Framework

    • Lesson 5: Monitor What Matters

    • Quiz

  • 03

    Chapter 3: RFM Segmentation

    • Lesson 1: Why RFM Segmentation is an eCommerce game-changer

    • Lesson 2: Power Customers

    • Lesson 3: Active Customers

    • Lesson 4: At risk customers

    • Lesson 5: Lost Customers

    • Quiz

  • 04

    Chapter 4: Customer experience in eCommerce

    • Lesson 1: Emotions

    • Lesson 2: What is CX?

    • Lesson 3: Net Promoter Score

    • Quiz

  • 05

    Chapter 5: The importance of Customer Experience Optimisation & Retention

    • Intro

    • Lesson 1: The goal of customer value optimization

    • Lesson 2: The biggest problem

    • Lesson 3: The goal of CX optimization

    • Quiz

  • 06

    Chapter 6: The 5 phases in the customer journey that impact the Customer Experience

    • Intro

    • Phase 1: Consider

    • Phase 2: Final hurdle

    • Phase 3: Regret

    • Phase 4: Embrace

    • Phase 5: Promote

    • Quiz

  • 07

    Chapter 7: How to continuously improve the experience in all phases of the Customer Journey?

    • Lesson 1: How can you measure client satisfaction?

    • Lesson 2: Involve your whole team

    • Lesson 3: Follow this process in every phase

    • Final Thoughts

    • Quiz

  • 08

    Chapter 8: Jobs to be Done Methodology

    • Intro & Agenda

    • Lesson 1: Introduction, Objectives, Agenda, Background

    • Lesson 2: The 4 Key Frameworks to See & Understand Demand

    • Lesson 3: Case Study #1 – Paul LeBlanc & SNHU

    • Lesson 4: Slowing the JTBD Timeline Down

    • Lesson 5: Case Study #2 – Kyle Bazzy & Autobooks

    • Lesson 6: The Process to find the JTBD

    • Lesson 7: Case Study #3 –Des Trainor & Intercom

    • Lesson 8: Other Resources

    • Lesson 9: 5 Keys to getting Started

    • Lesson 10: My Best innovation & Thank you

    • Quiz

  • 09

    Chapter 9: Qualitative research

    • Lesson 1: Why qualitative research

    • Lesson 2: What you need to know before the research? How to run Customer surveys?

    • Quiz

  • 10

    Chapter 10: Quantitative Research

    • Lesson 1: How to analyze CLV

    • Lesson 2: CLV Analysis

    • Lesson 3: Cohort analysis

    • Lesson 4: Product assortment Optimization

    • Quiz

  • 11

    Chapter 11: Find your ICP (Ideal Customer Profile)

    • Lesson 1: Why do you need to define your ICP?

    • Lesson 2: Fictional Buyer Persona vs data-informed Ideal Customer Profile

    • Lesson 3: The 6 ways to use ICP in eCommerce

    • Quiz

  • 12

    Chapter 12: Email strategy for onboarding & retention

    • Intro & Agenda

    • Lesson 1: Keep the customers you've already attracted with better Email Marketing

    • Lesson 2: CS is not just inbound

    • Lesson 3: Human with a capital H

    • Lesson 4: The Dinner Party Strategy™

    • Wrap up

    • Quiz

  • 13

    Chapter 13: Website Optimization to Improve the CLV

    • Lesson 1: From CRO to CVO

    • Lesson 2: Website Optimization

    • Quiz

  • 14

    Chapter 14: Practical Tips for Better Email Marketing Campaigns

    • Intro

    • Lesson 1: Core Pre-Purchase Flows

    • Lesson 1: Welcome Series for Non Buyers

    • Lesson 2: Site Abandonment

    • Lesson 3: Browse Abandonment

    • Lesson 4: Abandoned Cart

    • Lesson 5: Abandoned Checkout

    • Lesson 6: Back in Stock

  • 15

    Chapter 15: Core Post-Purchase Flows

    • Lesson 1: Unique Customer Thank You

    • Lesson 2: Standard Customer Thank You

    • Lesson 3: Cross-sell/Upsell

    • Lesson 4: Replenishment Reminder

    • Lesson 5: Customer Winback

    • Lesson 6: Sunset Unengaged

  • 16

    Chapter 16: Advanced Email Marketing Strategies

    • Lesson 1: Using Forms to drive Revenue

    • Lesson 2: Immediate Upsell Flows

    • Lesson 3: Master Custom Properties

    • Lesson 4: Tag VIP Customers

    • Lesson 5: User Churn Unsubscribe Tactic

    • Quiz

  • 17

    Chapter 17: Using Customer Support to enhance Customer Experience

    • Intro & Agenda

    • Lesson 1: Understand what customers are asking

    • Lesson 2: Answer CS efficiently using automation

    • Lesson 3: Use tags to identify trends

    • Lesson 4: How to drive sales with your support team

    • Quiz

  • 18

    Chapter 18: Customer Acquisition informed by the customer retention insights

    • Lesson 1: CLV models with advertising impact

    • Lesson 2: The Audience Performance Matrix

    • Lesson 3: CLV and Influencer Marketing

    • Quiz

  • 19

    Chapter 19: Top 10 CVO Takeaways after 14 years in eCommerce

    • Lesson 1: Top 10 CVO Takeaways after 14 years in eCommerce

    • Quiz

  • 20

    Chapter 20: Practical CVO Tactics

    • Intro

    • Lesson 1: Tune the campaigns according to the purchase cycles

    • Lesson 2: Acquire more Power Customers

    • Lesson 3: Keep your Power Customers

    • Lesson 4: Focus on the right products

    • Lesson 5: Surprise & delight the New Passions

    • Lesson 6: NPS adaptive treatment

    • Lesson 7: Concierge support for power customers

    • Lesson 8: Product drops or flash sales

    • Lesson 9: Plant retention seeds on the thank-you page

    • Lesson 10: Unboxing campaigns

    • Lesson 11: Re-engagement scenarios

    • Lesson 12: Optimize the minimum order value

    • Lesson 13: Post-purchase coupons

    • Lesson 14: Automated scenarios to improve the customer journey

    • Lesson 15: Build a CVO squad in your company

    • Quiz

  • 21

    Certification Exam and Moving Forward

    • CVO Expert Certification Exam

    • Assignment: The CVO Academy - Moving Forward

Who is this course for?

Any entrepreneur who wants to apply a customer-driven approach in his online business

Anybody interested to get a Customer Value Optimization certification and learn how to increase Customer Lifetime Value and Customer Retention in eCommerce

Anyone who is interested in Customer Behavior, Customer Segmentation, Loyalty and Customer Satisfaction measurements.

Level: Intermediate - Advanced

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Differentiate yourself

We are living in such a competitive world that those who will win the race in eCommerce will be the ones who are customer-centric.

There are plenty of online courses that teach you how to spend marketing budgets on customer acquisition, but no one tells you how to better serve current customers and improve acquisition through them.
This course does.

Improve your eCommerce Skills

  • Acquisition tactics (ads)

    Email marketing strategies

    Qualitative & Quantitative analysis

    Customer onboarding & support

  • Customer Segmentation

    Loyalty & Retention

    Cohort analysis

    Customer behavior

  • Customer Lifetime Value Optimization

    Net promoter Score

    Jobs to be done methodology

    eCommerce growth

Learn about the stepping stone in eCommerce: the customer

This course is mainly focused on how to leverage the power of customers and creating the best Customer Experience.

This small financial investment brings you enough knowledge to power up any eCommerce store and make it a better place for its customers.

Make the best long-term investment in eCommerce Marketing

This course will teach you how to offer and measure a great customer experience from the Awareness to the Loyalty stage.

Whether you have an eCommerce, you are working with one, or you simply want to learn something valuable about Customer Retention, this course addresses everything you need for it.

Ready to become a Customer Value Optimization Expert?

Level up your eCommerce game.


  • How this course will help me?

    To be a Certified Customer Value Optimization Expert means to know how to leverage the power of customers inside an eCommerce business. Besides the financial benefit that it brings, this also comes with a better understanding of how eCommerce works.

  • What is the Pricing for this course?

    The full price for the Customer Value Optimization Expert Course and Certification is $749.

  • Is this certification recognized worldwide?

    Yes, you will be able to include this on your resume or as a badge on your Linkedin Profile.

  • What is the duration of this course?

    The length of this course is around 15 hours. However, it depends on your own pace and on the completion of the assignments.

  • How long it will be available after I purchase it?

    You will have access to the course as long as the website will be up.

  • How can I contact you if I have any question?

    You can always write to us on or complete this form here or use the chat bubble. We are more than pleased to answer your questions.

  • Do you have any discount for referring people?

    Yes, if you convince more friends & colleagues to join the CVO Academy, you will get discounts according to the number referred. Check this link for more information here.

Choosing a course can be a tough decision.

Do you have any question regarding the course? Drop up us a line.


This is what other students are saying about the CVO Academy

Costin Floricel

5 star rating

“I have taken many courses over the years related to Ecommerce. And this course is hands down one of the best courses you ca take to improve the customer experience for your ecommerce business. It focuses on what matters the most and is so p...”

Read More

“I have taken many courses over the years related to Ecommerce. And this course is hands down one of the best courses you ca take to improve the customer experience for your ecommerce business. It focuses on what matters the most and is so powerful if you implement it . Why ? . Because it gives you a step by step framework to improve the customer experience at every touchpoint a customer has with your company , and that is the path to grow and run a sustainable ecommerce business for the long run. Trust me this course is a total eye opener and an industry disruptor in the ecommerce space. ”

Read Less

Ioana Alexandru

5 star rating

“I am enjoying every moment of this course! The information is easy to understand, even for someone that has just started learning about eCommerce! It's pretty impressive how much effort the team has put into this course. Congrats! Also, congra...”

Read More

“I am enjoying every moment of this course! The information is easy to understand, even for someone that has just started learning about eCommerce! It's pretty impressive how much effort the team has put into this course. Congrats! Also, congrats on the meme selection! They make this course very fun! ”

Read Less

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