Description
integrating literature stram in business prformance
Market Strategy
MANAGEMENT issues
Perception Behavior
MEASUREMENT issues
Value Equity
Relationship Equity
Length (Behavior Loyalty)
Projected CLV (retention rate)
New Customer Acquisition
Depth (frequency, upgrade)
Brand Equity
Breadth (cross buying)
Cash flows, profits or contribution to profit (revenues – costs)
Additional Potential Customer Profitability Distribution Customer Portfolio Diversification
Customer Satisfaction
Intensity & Channel Interaction
Attitudinal Loyalty
Risk
Referral Behavior Contribution to learning and innovation
Discount rate (WACC)
Drivers of Customer Equity
Components of Customer Equity
Integrating 7 Literature Streams in Business Performance
Industry Structure
#, size of competitors Industry concentration Market growth rate Entry & exit barriers
Generic Strategy, 4P Strategy
Competitive Strategy Competitive Position Cost Dimensions Differentiation Dimensions Market Place Performance Market Share, Relative Market Share Customer Satisfaction Customer Loyalty Financial Performance
Firm-Specific Resources & Capabilities
Brand Equity Value Equity Relationship Equity
doc_767373024.pptx
integrating literature stram in business prformance
Market Strategy
MANAGEMENT issues
Perception Behavior
MEASUREMENT issues
Value Equity
Relationship Equity
Length (Behavior Loyalty)
Projected CLV (retention rate)
New Customer Acquisition
Depth (frequency, upgrade)
Brand Equity
Breadth (cross buying)
Cash flows, profits or contribution to profit (revenues – costs)
Additional Potential Customer Profitability Distribution Customer Portfolio Diversification
Customer Satisfaction
Intensity & Channel Interaction
Attitudinal Loyalty
Risk
Referral Behavior Contribution to learning and innovation
Discount rate (WACC)
Drivers of Customer Equity
Components of Customer Equity
Integrating 7 Literature Streams in Business Performance
Industry Structure
#, size of competitors Industry concentration Market growth rate Entry & exit barriers
Generic Strategy, 4P Strategy
Competitive Strategy Competitive Position Cost Dimensions Differentiation Dimensions Market Place Performance Market Share, Relative Market Share Customer Satisfaction Customer Loyalty Financial Performance
Firm-Specific Resources & Capabilities
Brand Equity Value Equity Relationship Equity
doc_767373024.pptx