01324nam a22001817a 4500 140610b xxu||||| |||| 00| 0 eng d 0684864665 HF5415.5.R87 Rust, Roland T. Driving customer equity: how customer life time value is rehaping corporate strategy. / Roland T. Rust, Valarie Zeithaml and Katherine N. Lemon Toronto: The Free Press, 2000. xii, 292p.: ills.; 24cm. Includes index and appendix. Contents: Beyond brand equity: The case for customer equity -- The Profitable product death spiral -- The True lifetime value of the customer -- The Customer equity framework: A framework for customer equity -- Driving value equity -- Driving brand equity -- Driving retention equity -- Customer-Centered strategy: Measuring customer equity -- Evaluating financial impact -- Strategic analysis -- Managing customer equity: The customer pyramid -- Managing the customer pyramid -- Customer alchemy -- The Internet as the ultimate customer equity tool -- The Customer equity corporation -- Appendices: Obtaining the lifetime value -- Example of customer survey -- Calculating the importance of customer equity drivers. Zeithaml, Valarie A. Lemon, Katherine N. lcc BK 2984 10484 0 0 lcc 0 0 WIUC-1 WIUC-1 REF 2014-06-10 0 HF5415.5.R87 7075/92/13 2014-06-10 00:00:00 1 2014-06-10 BK