Rust, Roland T. Primary Author Zeithaml, Valarie A. Additional Author mixed material bibliography New York Free Press 2000 en English

Printed Material

xii, 292 p. : figs., app., note, index ; 24 cm. The authors demonstrate in this 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 allthree drivers to increase Customer Equity. In this age of one-to-one marketing, understanding how to drive Customer Equity is central to the success of any firm. In particular, Driving Customer Equity will be essential reading for any marketing manager and, for that matter, any manager concerned with growing the value of the firm’s customer base. (barnesandnoble.com) Strategic planning Customer Service Marketing Customer relations BTG 0684864665 Perpustakaan - Sekolah Tinggi Manajemen PPM Pusat Informasi Manajemen BTG Rus 30439 General (General) BTG Rus 5273 2001-02-02 00:00:00 2025-12-23 14:32:27 machine generated