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Driving customer equity: how customer lifetime value is reshaping corporate strategy

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Bibliographic Details
Main Authors:	Rust, Roland T. (Author), Zeithaml, Valarie A. (Author), Lemon, Katherine N. (Author)
Format:	Book
Language:	English
Published:	New York [u.a.] Free Press 2000
Subjects:	Lebensdauer - Strategisches Management - Kundenmanagement - Kundenbetreuung - Beziehungsmanagement - Kundenwert Unternehmen Kundendienst Kundenmanagement Kundenwert Wettbewerbsstrategie USA
Links:	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
Physical Description:	XII, 292 Seiten Illustrationen, Diagramme
ISBN:	0684864665 9780684864662

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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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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
subject_GND	(DE-588)4061963-1 (DE-588)4135134-4 (DE-588)4236865-0 (DE-588)4515875-7 (DE-588)4200234-5 (DE-588)4078704-7
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
url	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
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