Call Boomerang Books 1300 36 33 32

Description - Driving Customer Equity by Roland T. Rust

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 by Roland T. Rust from Australia's Online Independent Bookstore, Boomerang Books.

Book Details

ISBN: 9780684864662
ISBN-10: 0684864665
Format: Hardback
(235mm x 156mm x 25mm)
Pages: 304
Imprint: The Free Press
Publisher: Simon & Schuster
Publish Date: 1-Jun-2000
Country of Publication: United States

Book Reviews - Driving Customer Equity by 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 Boomerang Books Account Holder - it's free to sign up and there are great benefits!)

Write 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.

Books By Roland T. Rust

E-Service by Roland T. Rust
Paperback, July 2002