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This book includes a practical framework with applied cases, and award-winning research.

What's a customer worth? The company that can answer this question precisely is the company with an edge in the customer-based, technology - and information - i

In their efforts to become more customer-focused, companies everywhere find themselves entangled in outmoded systems, metrics, and strategies rooted in their pr

Customer Equity reviews current models, offers a typology, and examines the fundamental question of whether a customer equity orientation can put a firm in a co

Every Customer Is Unique For many companies, large and small, customer data is a noisy mess. There are problems across the ecosystem from partners to page views