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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


Capturing Customer Value: Pricing and Selling

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/9780199269617.003.0009
Subject:
Business and Management, Marketing

This chapter examines the task of assessing the value of the offer and looks at how to capture this value. Price setting is one of the most complicated of all the marketing activities. In practice, ... More


Attaining Customers: Creating, Communicating, and Delivering Customer Value

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/9780199269617.003.0008
Subject:
Business and Management, Marketing

This chapter examines the issue of customer acquisition. It explores how an organization makes an offer to its target consumers that will entice them to buy and keep buying. Part A of this chapter ... More


The Business Concept: The Heart of Growth

Jordi Canals

in Managing Corporate Growth

Published in print:
1999
Published Online:
October 2011
ISBN:
9780198296676
eISBN:
9780191685262
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780198296676.003.0006
Subject:
Business and Management, Finance, Accounting, and Banking, Strategy

This chapter discusses the business concept: the firm's view about how to deliver customer value, the specific organization of the firm's activities, and the choices it has to make in order to ... More


Positioning and Branding

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/9780199269617.003.0007
Subject:
Business and Management, Marketing

This chapter examines brands, often one of the organization's key strategic marketing assets. The management of brands is of fundamental concern to marketers. For sellers, they are a means of legally ... 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


Customer journeys and Markov chains

Peter Grindrod CBE

in Mathematical Underpinnings of Analytics: Theory and Applications

Published in print:
2014
Published Online:
March 2015
ISBN:
9780198725091
eISBN:
9780191792526
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780198725091.003.0008
Subject:
Mathematics, Analysis, Probability / Statistics

This chapter considers Markov models for customer behavioural change and hence customer value change based on longitudinal customer data. It considers the use of genetic algorithms in calibrating ... More


Customer relationships and lifetime management

Tony Douglas and Kenneth Le Meunier-FitzHugh

in Achieving a Strategic Sales Focus: Contemporary Issues and Future Challenges

Published in print:
2016
Published Online:
August 2016
ISBN:
9780198706632
eISBN:
9780191826061
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780198706632.003.0003
Subject:
Business and Management, Strategy, Marketing

The chapter considers the sales organization’s responses to increasing customer demands. Proactive customer management is required throughout the customer’s interaction with the organization. Keeping ... 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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