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Final presentation on customer equity (sana makhani)

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Managing Customer Equity
Customer Equity Customer equity is defined as the total of the discounted lifetime value of all the firm’s customers In other words, a firm is only as good as its customers think it will be the next time they will do business with that firm.
Three Drivers of Customer Equity Value Equity Brand Equity Retention Equity
Three Drivers of Customer Equity ,[object Object],[object Object],[object Object]
Value Equity
Value Equity is the customer's objective assessment of the utility of a brand, based on perceptions of what is given up for what is received.
[object Object],[object Object],[object Object],Drivers of Value Equity
Brand Equity
[object Object],[object Object]
[object Object],[object Object],[object Object],Drivers of Brand Equity
Retention Equity
[object Object],[object Object]
[object Object],[object Object],[object Object],Retention equity considers questions such as:
[object Object],[object Object],[object Object],[object Object],[object Object],Drivers of Retention Equity

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Final presentation on customer equity (sana makhani)