Customer Equity: Measurement, Management and Research Opportunities

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Customer Equity can help management: · allocate marketing spending for long-term profitability, · understand the connection between budgets, metrics and financial performance, · provide a customer focused approach for measuring firm value, · improve the productivity of CRM platforms by providing frameworks, tools and metrics Customer Equity reviews current models, offers a typology, and examines the fundamental question of whether a customer equity orientation can put a firm in a competitive advantage to other firms. The authors review models that can increase customer equity by optimizing each of its drivers - customer acquisition, customer retention, and add-on selling. Customer Equity is important reading for marketing managers, marketing researchers, scholars and students.