Driving customer equity: how customer lifetime value is reshaping corporate strategy
Gespeichert in:
| Hauptverfasser: | , , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York [u.a.]
Free Press
2000
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| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XII, 292 Seiten Illustrationen, Diagramme |
| ISBN: | 0684864665 9780684864662 |
Internformat
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| 245 | 1 | 0 | |a Driving customer equity |b how customer lifetime value is reshaping corporate strategy |c Roland T. Rust ; Valarie A. Zeithaml ; Katherine N. Lemon |
| 264 | 1 | |a New York [u.a.] |b Free Press |c 2000 | |
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Datensatz im Suchindex
| _version_ | 1804128169945464832 |
|---|---|
| adam_text | CONTENTS
Preface ix
Acknowledgments xi
PART I
Beyond Brand Equity
1. The Case for Customer Equity 3
2. The Profitable Product Death Spiral 13
3. The True Lifetime Value of the Customer 32
PART II
The Customer Equity Framework
4. A Framework for Customer Equity 53
5. Driving Value Equity 67
6. Driving Brand Equity 80
7. Driving Retention Equity 95
PART III
Customer Centered Strategy
8. Measuring Customer Equity 115
9. Evaluating Financial Impact 137
10. Strategic Analysis 159
PART IV
Managing Customer Equity
11. The Customer Pyramid 187
12. Managing the Customer Pyramid 203
13. Customer Alchemy 216
14. The Internet as the Ultimate Customer Equity Tool 232
15. The Customer Equity Corporation 251
Appendices
3.1 Obtaining the Lifetime Value 265
8.1 Example of Customer Survey 267
10.1 Calculating the Importance of Customer Equity Drivers 273
Notes 275
Index 283
About the Authors 291
|
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| author | Rust, Roland T. Zeithaml, Valarie A. Lemon, Katherine N. |
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| discipline | Wirtschaftswissenschaften |
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| spelling | Rust, Roland T. Verfasser (DE-588)170262928 aut Driving customer equity how customer lifetime value is reshaping corporate strategy Roland T. Rust ; Valarie A. Zeithaml ; Katherine N. Lemon New York [u.a.] Free Press 2000 XII, 292 Seiten Illustrationen, Diagramme txt rdacontent n rdamedia nc rdacarrier Lebensdauer - Strategisches Management - Kundenmanagement - Kundenbetreuung - Beziehungsmanagement - Kundenwert Unternehmen (DE-588)4061963-1 gnd rswk-swf Kundendienst (DE-588)4135134-4 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Kundenwert (DE-588)4515875-7 gnd rswk-swf Wettbewerbsstrategie (DE-588)4200234-5 gnd rswk-swf USA (DE-588)4078704-7 gnd rswk-swf Kundendienst (DE-588)4135134-4 s DE-604 USA (DE-588)4078704-7 g Unternehmen (DE-588)4061963-1 s Kundenmanagement (DE-588)4236865-0 s Kundenwert (DE-588)4515875-7 s Wettbewerbsstrategie (DE-588)4200234-5 s DE-188 Zeithaml, Valarie A. Verfasser (DE-588)113065035 aut Lemon, Katherine N. Verfasser (DE-588)124111602 aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009133173&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Rust, Roland T. Zeithaml, Valarie A. Lemon, Katherine N. Driving customer equity how customer lifetime value is reshaping corporate strategy Lebensdauer - Strategisches Management - Kundenmanagement - Kundenbetreuung - Beziehungsmanagement - Kundenwert Unternehmen (DE-588)4061963-1 gnd Kundendienst (DE-588)4135134-4 gnd Kundenmanagement (DE-588)4236865-0 gnd Kundenwert (DE-588)4515875-7 gnd Wettbewerbsstrategie (DE-588)4200234-5 gnd |
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| title | Driving customer equity how customer lifetime value is reshaping corporate strategy |
| title_auth | Driving customer equity how customer lifetime value is reshaping corporate strategy |
| title_exact_search | Driving customer equity how customer lifetime value is reshaping corporate strategy |
| title_full | Driving customer equity how customer lifetime value is reshaping corporate strategy Roland T. Rust ; Valarie A. Zeithaml ; Katherine N. Lemon |
| title_fullStr | Driving customer equity how customer lifetime value is reshaping corporate strategy Roland T. Rust ; Valarie A. Zeithaml ; Katherine N. Lemon |
| title_full_unstemmed | Driving customer equity how customer lifetime value is reshaping corporate strategy Roland T. Rust ; Valarie A. Zeithaml ; Katherine N. Lemon |
| title_short | Driving customer equity |
| title_sort | driving customer equity how customer lifetime value is reshaping corporate strategy |
| title_sub | how customer lifetime value is reshaping corporate strategy |
| topic | Lebensdauer - Strategisches Management - Kundenmanagement - Kundenbetreuung - Beziehungsmanagement - Kundenwert Unternehmen (DE-588)4061963-1 gnd Kundendienst (DE-588)4135134-4 gnd Kundenmanagement (DE-588)4236865-0 gnd Kundenwert (DE-588)4515875-7 gnd Wettbewerbsstrategie (DE-588)4200234-5 gnd |
| topic_facet | Lebensdauer - Strategisches Management - Kundenmanagement - Kundenbetreuung - Beziehungsmanagement - Kundenwert Unternehmen Kundendienst Kundenmanagement Kundenwert Wettbewerbsstrategie USA |
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