Driving Customer Equity by Roland T. Rust
Look inside with Google Book Preview
Driving Customer Equity
By Roland T. Rust

Driving Customer Equity

How Customer Lifetime Value is Reshaping Corporate Strategy

By (author) See other recent books by Roland T. Rust See other recent books by Valarie A. Zeithaml See other recent books by Katherine Lemon
Format: Hardback

Normal Price: $101.90
Your Price: $91.71 AUD, inc. GST
Shipping: $7.95 per order
You Save: $10.19! (10% off normal price)
Plus...earn $4.59 in Boomerang Bucks
Availability: Available Available, ships in 8-11 days

Driving Customer Equity by Roland T. Rust

Book Description

Services will dominate our GNP in the new millennium, and in the service economy the customer is king. Brands will continue to be important, but the most important challenge facing businesses will be the succesful cultivation of profitable customer relationships. Now the authors, all customer service experts, introduce a radical model: the Customer Equity Framework, which changes a firm's old internal focus on price, promotion, product, and distribution to a new external focus on measuring, managing, and building Customer Equity. The drivers of Customer Equity include Value Equity, the customer's objective evaluation of the firm's products and service; Brand Equity, the customer's subjective product assessment; and Retention Equity, the customer's opinion of his or her relationship with the firm. The authors show how to measure each element, then reveal actions every firm can take to strengthen the performance of these key drivers. Providing concrete tools like a Customer Pyramid, DRIVING CUSTOMER EQUITY will revolutionise the way companies look at customers. With important information for Internet marketers - and insights into how important customer loyalty will be to Internet business success.

Buy Driving Customer Equity book by Roland T. Rust from Australia's Online Bookstore, Boomerang Books.

Book Details

ISBN: 9780684864662
ISBN-10: 0684864665
Format: Hardback
(234mm x 155mm x 25mm)
Pages: 304
Imprint: The Free Press
Publisher: Simon & Schuster
Publish Date: 1-Jun-2000
Country of Publication: United States

Books By Author Roland T. Rust


» Have you read this book? We'd like to know what you think about it - write a review about Driving Customer Equity book by Roland T. Rust and you'll earn 50c in Boomerang Bucks loyalty dollars (you must be a member - it's free to sign up!)

Write a book review

Author Biography - Roland T. Rust

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.

Boomerang Bucks close

For every $20 you spend on books, you will receive $1 in Boomerang Bucks loyalty dollars. You can use your Boomerang Bucks as a credit towards a future purchase from Boomerang Books. Note that you must be a Member (free to sign up) and that conditions do apply.

Recent books by Roland T. Rust close
Service Quality by Roland T. Rust
Recent books by Valarie A. Zeithaml close
Services Marketing: Integrating Customer Focus Across the Firm by Valarie A. Zeithaml
Services Marketing by Valarie A. Zeithaml
Delivering Quality Service by Valarie A. Zeithaml
Driving Customer Equity by Valarie A. Zeithaml
Recent books by Katherine Lemon close
Driving Customer Equity by Katherine Lemon
BoomerangBooks.com.au close