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- catalog abstract ""Customer Equity Framework yields insights that will help any business increase the value of its customer base. The authors demonstrate in this breakthrough book how managers can build and employ competitive metrics that reveal their company's Customer Equity relative to their competitors. Based on these metrics, they show how managers can determine which drivers are most important in their industry, how they can make efficient strategic trade-offs between expenditures on these drivers, and how to project a financial return from these expenditures. The final section devotes two chapters to the Customer Pyramid, an approach that segments customers based on their long-term profitability, and an especially important chapter examines the Internet as the ultimate Customer Equity tool. Here the authors show how companies such as Intuit.com, Schwab.com, and Priceline.com have used more than one or all three drivers to increase Customer Equity."--Jacket.".
- catalog contributor b11680336.
- catalog contributor b11680337.
- catalog contributor b11680338.
- catalog created "c2000.".
- catalog date "2000".
- catalog date "c2000.".
- catalog dateCopyrighted "c2000.".
- catalog description ""Customer Equity Framework yields insights that will help any business increase the value of its customer base. The authors demonstrate in this breakthrough book how managers can build and employ competitive metrics that reveal their company's Customer Equity relative to their competitors. Based on these metrics, they show how managers can determine which drivers are most important in their industry, how they can make efficient strategic trade-offs between expenditures on these drivers, and how to project a financial return from these expenditures. The final section devotes two chapters to the Customer Pyramid, an approach that segments customers based on their long-term profitability, and an especially important chapter examines the Internet as the ultimate Customer Equity tool. Here the authors show how companies such as Intuit.com, Schwab.com, and Priceline.com have used more than one or all three drivers to increase Customer Equity."--Jacket.".
- catalog description "1. The Case for Customer Equity -- 2. The Profitable Product Death Spiral -- 3. The True Lifetime Value of the Customer -- 4. A Framework for Customer Equity -- 5. Driving Value Equity -- 6. Driving Brand Equity -- 7. Driving Retention Equity -- 8. Measuring Customer Equity -- 9. Evaluating Financial Impact -- 10. Strategic Analysis -- 11. The Customer Pyramid -- 12. Managing the Customer Pyramid -- 13. Customer Alchemy -- 14. The Internet as the Ultimate Customer Equity Tool -- 15. The Customer Equity Corporation -- Obtaining the Lifetime Value -- Example of Customer Survey -- Calculating the Importance of Customer Equity Drivers.".
- catalog description "Includes bibliographical references (p. 275-282) and index.".
- catalog extent "xii, 292 p. :".
- catalog identifier "0684864665".
- catalog issued "2000".
- catalog issued "c2000.".
- catalog language "eng".
- catalog publisher "New York : Free Press,".
- catalog subject "Customer relations.".
- catalog subject "Customer services.".
- catalog subject "HF5415.5 .R87 2000".
- catalog subject "Marketing.".
- catalog subject "Strategic planning.".
- catalog tableOfContents "1. The Case for Customer Equity -- 2. The Profitable Product Death Spiral -- 3. The True Lifetime Value of the Customer -- 4. A Framework for Customer Equity -- 5. Driving Value Equity -- 6. Driving Brand Equity -- 7. Driving Retention Equity -- 8. Measuring Customer Equity -- 9. Evaluating Financial Impact -- 10. Strategic Analysis -- 11. The Customer Pyramid -- 12. Managing the Customer Pyramid -- 13. Customer Alchemy -- 14. The Internet as the Ultimate Customer Equity Tool -- 15. The Customer Equity Corporation -- Obtaining the Lifetime Value -- Example of Customer Survey -- Calculating the Importance of Customer Equity Drivers.".
- catalog title "Driving customer equity : how customer lifetime value is reshaping corporate strategy / Roland T. Rust, Valarie A. Zeithaml, Katherine N. Lemon.".
- catalog type "text".