The Resource Driving customer equity : how customer lifetime value is reshaping corporate strategy, Roland T. Rust, Valarie A. Zeithaml, Katherine N. Lemon

Driving customer equity : how customer lifetime value is reshaping corporate strategy, Roland T. Rust, Valarie A. Zeithaml, Katherine N. Lemon

Label
Driving customer equity : how customer lifetime value is reshaping corporate strategy
Title
Driving customer equity
Title remainder
how customer lifetime value is reshaping corporate strategy
Statement of responsibility
Roland T. Rust, Valarie A. Zeithaml, Katherine N. Lemon
Creator
Contributor
Subject
Language
eng
Summary
"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
Action
committed to retain for EAST
Cataloging source
DLC
http://library.link/vocab/creatorName
Rust, Roland T
Illustrations
illustrations
Index
index present
LC call number
HF5415.5
LC item number
.R87 2000
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/relatedWorkOrContributorName
  • Zeithaml, Valarie A
  • Lemon, Katherine N.
http://library.link/vocab/subjectName
  • Customer services
  • Customer relations
  • Marketing
  • Strategic planning
  • Relations avec la clientèle
  • Service à la clientèle
  • Planification stratégique
  • Marketing
  • Customer relations
  • Customer services
  • Marketing
  • Strategic planning
  • Klantgerichtheid
  • Strategisch management
  • Relatiemarketing
  • Relations avec la clientèle
  • Marketing
  • Planification stratégique
  • Kundenmanagement
  • Kundendienst
  • USA
Label
Driving customer equity : how customer lifetime value is reshaping corporate strategy, Roland T. Rust, Valarie A. Zeithaml, Katherine N. Lemon
Instantiates
Publication
Bibliography note
Includes bibliographical references (p. 275-282) and index
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
  • 5.
  • Driving Value Equity
  • 6.
  • Driving Brand Equity
  • 7.
  • Driving Retention Equity
  • 8.
  • Measuring Customer Equity
  • 9.
  • Evaluating Financial Impact
  • 1.
  • 10.
  • Strategic Analysis
  • 11.
  • The Customer Pyramid
  • 12.
  • Managing the Customer Pyramid
  • 13.
  • Customer Alchemy
  • 14.
  • The Internet as the Ultimate Customer Equity Tool
  • The Case for Customer Equity
  • 15.
  • The Customer Equity Corporation
  • Obtaining the Lifetime Value
  • Example of Customer Survey
  • Calculating the Importance of Customer Equity Drivers
  • 2.
  • The Profitable Product Death Spiral
  • 3.
  • The True Lifetime Value of the Customer
  • 4.
  • A Framework for Customer Equity
Dimensions
25 cm
Extent
xii, 292 pages
Isbn
9780743205900
Lccn
00026485
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
Other physical details
illustrations
System control number
  • (OCoLC)44161237
  • (OCoLC)ocm44161237
Label
Driving customer equity : how customer lifetime value is reshaping corporate strategy, Roland T. Rust, Valarie A. Zeithaml, Katherine N. Lemon
Publication
Bibliography note
Includes bibliographical references (p. 275-282) and index
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
  • 5.
  • Driving Value Equity
  • 6.
  • Driving Brand Equity
  • 7.
  • Driving Retention Equity
  • 8.
  • Measuring Customer Equity
  • 9.
  • Evaluating Financial Impact
  • 1.
  • 10.
  • Strategic Analysis
  • 11.
  • The Customer Pyramid
  • 12.
  • Managing the Customer Pyramid
  • 13.
  • Customer Alchemy
  • 14.
  • The Internet as the Ultimate Customer Equity Tool
  • The Case for Customer Equity
  • 15.
  • The Customer Equity Corporation
  • Obtaining the Lifetime Value
  • Example of Customer Survey
  • Calculating the Importance of Customer Equity Drivers
  • 2.
  • The Profitable Product Death Spiral
  • 3.
  • The True Lifetime Value of the Customer
  • 4.
  • A Framework for Customer Equity
Dimensions
25 cm
Extent
xii, 292 pages
Isbn
9780743205900
Lccn
00026485
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
Other physical details
illustrations
System control number
  • (OCoLC)44161237
  • (OCoLC)ocm44161237

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