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What's a customer really worth? Can you find out, without endlesslycomplex modeling? And once you know, what should you do with thatknowledge? Managing Your Customers as Investments has the answers.You'll learn simple ways to get reliable customer value information--ina form you can use. You'll discover how to use it to measure marketingeffectiveness, generate improvements throughout the entire customerrelationship lifecycle, and improve decision-making. Everyone tells youto manage your business around customers. This book gives you the toolsto do it.
1. Customers Are Assets.
Importance of Customers.
The Gap Between Beliefs and Actions.
Bridging the Gap.
The Plan of the Book.
2. The Value of a Customer.
Customer Lifetime Value.
Creating Metrics That Matter.
Illusion of Precision.
A Simple Approach.
How Reasonable Are Our Assumptions?
Modifications and Extensions.
Finite Time Horizon.
3. Customer-Based Strategy.
Traditional Marketing Strategy.
Value to the Firm vs. Value to the Customer.
The Two Sides of Customer Value.
Key Marketing Metrics.
Traditional vs. Customer-Based Strategy: A Case Study.
Drivers of Customer Profitability.
4. Customer-Based Valuation.
Customer Acquisition via Firm Acquisition.
AT&T’s Acquisition of TCI and MediaOne.
Acquisitions in the European Utility Industry.
From Customer Value to Firm Value.
The Rise and Fall of Internet Gurus.
The Eyeballs Have It–or Do They?
Drivers of Customer and Firm Value.
Impact of Marketing Actions on Firm Value.
Impact of Marketing and Financial Instruments on Firm Value.
5. Customer-Based Planning.
Step 1: Customer Objectives.
The Case of Evergreen Trust.
The Case of Lipitor.
Step 2: Understanding Sources of Value to Customers.
Step 3: Designing Marketing Programs.
Marketing Mix–the 4 Ps.
Managing Customer Touchpoints.
Step 4: Customer Metrics for Assessing Effectiveness of Programs.
Choosing and Using the Right Metrics.
6. Customer-Based Organization.
The Case of L.L. Bean.
Employee Selection and Training.
Who Needs to Do What: Tasks for Various Parties.
Harrah’s Entertainment, Inc.: A Winning Hand in a Dicey Business.
Common Mistakes in Implementing a Customer-Based Strategy.
Appendix A: Estimating Customer Lifetime Value (CLV).
Appendix B: Impact of Retention on Share and Profits.
Appendix C: Value of Customer Base.