Posts Tagged "key performance indicators"

Tweet Pin It The book ‘Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy’ defines customer equity as ‘the total discounted lifestime value of all of an organizations customers’. Three drivers of customer equity are identified: Value equity – perceptions of an organizations quality, price and convenience. These perceptions are cognitive, objective, and rational Brand equity – Emotional, subjective and sometimes irrational perceptions of image, quality, prestige, or other emotional forms of desirability. Retention equity – Recent of purchase as positively effecting favorable brand loyalty Customers must become an element of the...