Driving Customer Equity, How Customer Lifetime Value is Reshaping Corporate Strategy, Roland Rust, Valarie Zeithaml, Katherine Lemon customer equity, brand equity, corporate strategy, lifetime value, profitable customers, driving customer, driving customer equity
 
   

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Driving Customer Equity

How Customer Lifetime Value is Reshaping Corporate Strategy

 Roland Rust, Valarie Zeithaml, Katherine Lemon

 
   
 
 
 
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customer equity
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corporate strategy
lifetime value
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driving customer
driving customer equity
if it
still trying
trying sell
still trying sell
customers profitable
market succeses
customer thinking
value customer
it works
customer expectations
retention equity
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customer pyramid
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how customer
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value reshaping
reshaping corporate
how customer lifetime
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lifetime value reshaping
value reshaping corporate
reshaping corporate strategy
sales marketing
Roland Rust
Valarie Zeithaml
Katherine Lemon
David Findlay
Gary Loveman
Don Peppers
Martha Rogers
Lance Rosenzweig
David Shoenfeld
Seban Teodoresco
Driving Customer Equity
How Customer Lifetime Value is Reshaping Corporate Strategy
Sales & Marketing
Brand loyalty
Brand management
Competitor analysis
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Direct marketing
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Internet marketing
Market research
Market share
Marketing mix
Mass customization
Niche markets
Product life cycles
Relationship marketing
Value chain
Value proposition
Roland Rust
Valarie Zeithaml
Katherine Lemon
David Findlay
Gary Loveman
Don Peppers
Martha Rogers
Lance Rosenzweig
David Shoenfeld
Seban Teodoresco


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Following are the titles and brief quotes from the Concept Extracts that make up this Concept Book Summary.
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Customer Equity, Not Brand Equity, Is the Key to Market Succeses

"It is not as though products are unimportant. It is just that they are secondary to satisfying the customer."
From Product Thinking to Customer Thinking

"What company could succeed if it did not purge its unprofitable products? IBM would still be trying to sell adding machines, and Radio Shack would still be trying to sell eight-track tapes."
Factors that Affect Calculating the True Lifetime Value of a Customer

"Just because a customer leaves, it does not mean that the customer is never coming back."
The Customer Equity Framework and Why It Works

"It is also critical to understand what competitors are doing, and how the firm stacks up, in its customers' minds, against its competitors."
Value Equity: Matching Company and Customer Expectations

"If the customer does not receive value from the firm, the best brand strategy and the strongest retention strategies will have little effect."
The Importance of Brand Equity

"It is almost as though Brand Equity encompasses the customer's answer to the question: 'Do I want to have this brand as a part of my life?'"
The Importance of Retention Equity

"Research on customer retention provides some insight into actions the firm can take to increase the likelihood that the customer comes back?that is, to create 'customer stickiness.'"
Pathways to Financial Impact of Customer Equity

"Price is doubly threatening, because it is both visible and immediately effective."
The Strategy Triangle

"One way of thinking about this is that the primary target of the firm's advertising becomes existing customers rather than new customers."
The Expanded Customer Pyramid

"This is especially true if it helps the company keep track of which customers are profitable and which ones are not."
Turning Less Profitable Customers into More Profitable Customers

"Lead customers are the ones who don't pay their bills. They are the college students who bounce checks. They are the telephone customers who run up large long-distance bills that require the company to pay agencies to collect."
The Customer Equity Corporation: Dominant, Dynamic, and Driving the Future

"These firms will leapfrog their traditional competitors in the marketplace."
 


This Book Summary contains Concept Extracts from:

Driving Customer Equity
Roland Rust
Valarie Zeithaml
Katherine Lemon

Free Press
2000
Copyright (c) 2000 by Roland T. Rust, Valarie Zeithaml, and Katherine N. Lemon


Biography: Roland T. Rust is the Madison S. Wigginton Professor of Management and Director of the Center for Service Marketing at the Owen Graduate School of Management of Vanderbilt University.

Valarie A. Zeithaml is Professor and Marketing Area Chair at the Kenan-Flagler Business School of the University of North Carolina at Chapel Hill.

Katherine N. Lemon is on the marketing faculty of the Harvard Business School.

Key Phrases in this title:
customer equity, brand equity, corporate strategy, lifetime value, profitable customers, driving customer, driving customer equity, if it, still trying, trying sell, still trying sell, customers profitable, market succeses, customer thinking, value customer, it works, customer expectations, retention equity, strategy triangle, customer pyramid, driving future, how customer, customer lifetime, value reshaping, reshaping corporate, how customer lifetime, customer lifetime value, lifetime value reshaping, value reshaping corporate, reshaping corporate strategy, sales marketing, Roland Rust, Valarie Zeithaml, Katherine Lemon, David Findlay, Gary Loveman, Don Peppers, Martha Rogers, Lance Rosenzweig, David Shoenfeld, Seban Teodoresco

Books at MeansBusiness by: Roland Rust
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Corporate Creativity How Innovation and Improvement Actually Happen | Alan Robinson, Sam Stern|1997
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Lessons from the Nordstrom Way How Companies are Emulating the #1 Customer Service Company | Robert Spector|2000
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The Paradox Process Creative Business Solutions . . . Where You Least Expect to Find Them | Derm Barrett|1998
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Sales & Marketing
Book Extract Suites
Each Suite contains extracts from 3 to 10 books focused on a single business concept

  • Market Creation, Innovation & Growth
    • Analyzing the Market Malcolm McDonald, Warren Keegan, Roger Blackwell, David Aaker, Christopher Gardner, Sergio Zyman, Michael Berry, Gordon Linoff, Wayne Burkan, Philip Kotler, Peter Drucker
    • Transitioning to Web Marketing Geoffrey Moore, Rick Levine, Christopher Locke, Doc Searls, David Weinberger, Pauline Bickerton, Matthew Bickerton, Kate Simpson-Holley, Jill Ellsworth, Matthew Ellsworth, Richard Gascoyne, Koray Ozcubukcu, Tom Duncan, Sandra Moriarty, David Bovet, Kim Bayne, Walid Mougayar, Joseph Martha
  • Integrated Marketing, Sales & Service
    • Developing a Marketing Strategy Alvin Lehnerd, Marc Meyer, Malcolm McDonald, Warren Keegan, Jack Trout, Leonard Schlesinger, David Aaker, James Antos, James Brimson, Brian Bloomfield, Dale Littler, David Knights, Philip Kotler, Rod Coombs, James Heskett, Earl Sasser, Kathy Yohalem
    • Selling Solutions, Not Products Robert L Jolles, Kenneth Preiss, Steven Goldman, Roger Nagel, Sharon Drew Morgan, Neil Rackham, John De Vincentis, Barbara Geraghty, Kim Wallace, Harry Washburn, Scott Gross, Adrian Slywotsky, Frederick Webster
    • Exceptional Customer Service Richard Whiteley, Diane Hessan, Regis McKenna, Jack Schmid, Robert Hiebeler, Thomas B Kelly, Charles Ketteman, Jacques Horovitz, Stanley Brown, Alan Webber, Douglas Gantenbein, Jeremy Hope, Tony Hope, David Packard, Gene Tyndall, Christopher Gopal, Wolfgang Partsch, John Kamauff
  • Establishing Value & Pricing
    • Financial Analysis for Successful Marketing Robert Dolan, Malcolm McDonald, Warren Keegan, Jack Trout, Sergio Zyman, Lianabel Oliver, James Antos, James Brimson, Philip Kotler, Janet Lowe, Hermann Simon, Kim Bayne, Garth Hallberg, James Sagner
    • Calculating Customer Value Don Peppers, Martha Rogers, Neil Rackham, John De Vincentis, Thomas Hargraves, Edward Wakin, Jack Schmid, Ian Gordon, Jacques Horovitz, Bob Dorf, James Cortada, Robert Duboff, Joan Koob Cannie, Stanley Brown, Frederick Reichheld, Alan Webber, Jim Spaeth, Jeremy Hope, Tony Hope
    • Pricing for Profitability Robert Dolan, Malcolm McDonald, Warren Keegan, Sharon Oster, Shiv Mathur, Alfred Kenyon, Evan Schwartz, Hermann Simon, Shahid Ansari, Jan Bell, Scott Davis, CAM-I Target Cost Core Group
  • Finding & Targeting Customers
    • Personalization Strategies Carl Shapiro, Hal Varian, Don Peppers, Martha Rogers, Jonathan Ezor, Robbin Zeff, Brad Aronson, Andrew Shapiro, Michael Fradette, Steve Michaud, Leonard Berry, Bob Dorf, Richard Gascoyne, Koray Ozcubukcu, Paul Postma, Kate Maddox, Dana Blankenhorn
    • Identifying Customer Preferences Richard Whiteley, Diane Hessan, Leonard Schlesinger, Walter Tornow, Robert Hiebeler, Thomas B Kelly, Charles Ketteman, Daniel Stowell, Jacques Horovitz, Theodore Kinni, Glenn Rifkin, Manuel London, Shahid Ansari, Jan Bell, James Heskett, Earl Sasser, CAM-I Target Cost Core Group, Sam Hill
  • Customer Relationships & Satisfaction
    • Measuring Customer Satisfaction Robert Kaplan, Leonard Schlesinger, George Day, David Aaker, Thomas Hargraves, Edward Wakin, Robert Hiebeler, Thomas B Kelly, Charles Ketteman, Mark Graham Brown, Kumar, Jacques Horovitz, James Cortada, Tom Connellan, Forler Massnick, Ron Zemke, Stanley Brown, James Heskett, Earl Sasser, David Norton
  • Corporate Positioning & Branding
    • Developing Marketing Plans Malcolm McDonald, Warren Keegan, Jack Nilles, David Aaker, Paul Millier, Daniel Janal, Philip Kotler, Shona Brown, Kathleen Eisenhardt, Kim Bayne, Kathy Yohalem, Peter Drucker
    • Implementing Marketing Plans Malcolm McDonald, Warren Keegan, Don Peppers, Martha Rogers, Don Schultz, Stanley Tannenbaum, Robert Lauterborn, Bob Dorf, Tom Duncan, Sandra Moriarty, Kevin Clancy, Robert Shulman, Philip Kotler, Seth Godin, Glenn Rifkin, Stan Rapp, Thomas Collins, Kim Bayne, Sam Hill
    • Brand Leadership Barry Gibbons, David Aaker, Adam Morgan, Evan Schwartz, Glenn Rifkin, Agnieszka Winkler, Chuck Martin, John Mariotti, Scott Davis, Paul Cohen, Frances Hesselbein, Sam Hill, Kathy Yohalem, Lynn Upshaw
  • Advertising, Public Relations & Promotion
    • Transitioning from Mass Marketing Don Peppers, Martha Rogers, Ian Gordon, Michael Hammer, James Champy, Bob Dorf, Joseph Pine, Paul Postma, Philip Kotler, James Gilmore, Seth Godin, Forler Massnick, Stan Rapp, Thomas Collins, Harry Webber
    • Marketing Communications: Strategy & Tactics Malcolm McDonald, Warren Keegan, Don Schultz, Jonathan Ezor, Robbin Zeff, Brad Aronson, Sergio Zyman, Stanley Tannenbaum, Robert Lauterborn, Sharon Oster, Adam Morgan, Glenn Rifkin, Stan Rapp, Thomas Collins, Scott Davis, Garth Hallberg, Sam Hill
  • Partnerships, Alliances & Co-opetition
    • Partner Relationship Management John Oleson, Jac Fitz-Enz, John Schorr, Geoffrey Moore, Leonard Berry, Martin Deise, Conrad Nowikow, Patrick King, Amy Wright, Jay Galbraith, William Bergquist, Juli Betwee, David Meuel, Susan Mohrman, Edward Lawler, Peter Cohan, Mohamed Zairi
  • Global Marketing Challenges
    • Global Marketing Strategy Robert Dolan, Jonathan Story, Jonathan Ezor, Jean-Pierre Jeannet, Murray Weidenbaum, Samuel Hughes, David Aaker, David Greising, Rolf Jensen, Robert Grosse, Johny Johansson, Ikujiro Nonaka, Hermann Simon
    • Competing in the Global Marketplace Robert Slater, Marshall Goldsmith, Jean-Pierre Jeannet, Richard Schubert, Frances Cairncross, Virginia O'Brien, Sharon Oster, David Moschella, Gary Hamel, Sumantra Ghoshal, Christopher Bartlett, Richard Beckhard, Al Ries, Browning Rockwell, Paul Cohen, Frances Hesselbein, Prahalad
    • See additional works by: Roland Rust, Valarie Zeithaml, Katherine Lemon, Driving Customer Equity , How Customer Lifetime Value is Reshaping Corporate Strategy

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    Driving Customer Equity, How Customer Lifetime Value is Reshaping Corporate Strategy, Roland Rust, Valarie Zeithaml, Katherine Lemon, David Findlay, Gary Loveman, Don Peppers, Martha Rogers, Lance Rosenzweig, David Shoenfeld, Seban Teodoresco, customer equity, brand equity, corporate strategy, lifetime value, profitable customers, driving customer, driving customer equity, if it, still trying, trying sell, still trying sell, customers profitable, market succeses, customer thinking, value customer, it works, customer expectations, retention equity, strategy triangle, customer pyramid, driving future, how customer, customer lifetime, value reshaping, reshaping corporate, how customer lifetime, customer lifetime value, lifetime value reshaping, value reshaping corporate, reshaping corporate strategy, sales marketing, Roland Rust, Valarie Zeithaml, Katherine Lemon, David Findlay, Gary Loveman, Don Peppers, Martha Rogers, Lance Rosenzweig, David Shoenfeld, Seban Teodoresco, Driving Customer Equity, How Customer Lifetime Value is Reshaping Corporate Strategy, Sales & Marketing, Roland Rust, Valarie Zeithaml, Katherine Lemon, David Findlay, Gary Loveman, Don Peppers, Martha Rogers, Lance Rosenzweig, David Shoenfeld, Seban Teodoresco, Brand loyalty, Brand management, Competitor analysis, Consumer behavior, Customer loyalty, Customer retention, Direct marketing, Global markets, Growth strategies, Internet marketing, Market research, Market share, Marketing mix, Mass customization, Niche markets, Product life cycles, Relationship marketing, Value chain, Value proposition, Roland Rust, Valarie Zeithaml, Katherine Lemon, David Findlay, Gary Loveman, Don Peppers, Martha Rogers, Lance Rosenzweig, David Shoenfeld, Seban Teodoresco, Sales & Marketing

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    Driving Customer Equity, How Customer Lifetime Value is Reshaping Corporate Strategy, Roland Rust, Valarie Zeithaml, Katherine Lemon customer equity, brand equity, corporate strategy, lifetime value, profitable customers, driving customer, driving customer equity, if it, still trying, trying sell, still trying sell, customers profitable, market succeses, customer thinking

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