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Retaining Customers: Customer Value, Satisfaction, and Service Quality

Grahame R. Dowling

in The Art and Science of Marketing: Marketing for Marketing Managers

Published in print:
2004
Published Online:
October 2011
ISBN:
9780199269617
eISBN:
9780191699429
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199269617.003.0010
Subject:
Business and Management, Marketing

This chapter focuses on programmes to increase the likelihood that a customer will continue to buy the organization's products and services, to develop customer loyalty, or reduce customer churn. The ... More


The Whole Is Bigger Than the Sum of Its (Diffusion and Customer Lifetime Value) Parts

Elie ofek, Eitan Muller, and Barak Libai

in Innovation Equity: Assessing and Managing the Monetary Value of New Products and Services

Published in print:
2016
Published Online:
May 2017
ISBN:
9780226618296
eISBN:
9780226394145
Item type:
chapter
Publisher:
University of Chicago Press
DOI:
10.7208/chicago/9780226394145.003.0003
Subject:
Economics and Finance, Financial Economics

This chapter begins by establishing that each first-time adoption of an innovation can be thought of as the start of a customer-firm relationship in which the adopter generates a stream of profits ... More


Innovation Equity: Assessing and Managing the Monetary Value of New Products and Services

Elie Ofek, Eitan Muller, and Barak Libai

Published in print:
2016
Published Online:
May 2017
ISBN:
9780226618296
eISBN:
9780226394145
Item type:
book
Publisher:
University of Chicago Press
DOI:
10.7208/chicago/9780226394145.001.0001
Subject:
Economics and Finance, Financial Economics

This book bridges the gap between what academics know and what innovation stakeholders— from managers, to investors, to analysts, to consumers—need to know about how new products and services are ... More


Introduction

Elie ofek, Eitan Muller, and Barak Libai

in Innovation Equity: Assessing and Managing the Monetary Value of New Products and Services

Published in print:
2016
Published Online:
May 2017
ISBN:
9780226618296
eISBN:
9780226394145
Item type:
chapter
Publisher:
University of Chicago Press
DOI:
10.7208/chicago/9780226394145.003.0001
Subject:
Economics and Finance, Financial Economics

The introduction provides an overview of the book’s content and gives the reader a roadmap of what he or she can expect to gain from its various chapters. It starts by discussing a few examples, ... More


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