Measuring and maximizing customer equity: a critical analysis

By Vinay Kumar, Morris George. 2007

188 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/4e71f2b840dcca1e289f8d2c5444faf88b0d5c9f

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Citations in the corpus

The Diffusion of Services (2009, background): “Customer equity is the sum of the CLV of each of the firm’s customers (Kumar and George 2007; Rust, Zeithaml, and Lemon 2000; Villanueva and Hanssens 2007).”
Customer Equity: An Integral Part of Financial Reporting (2008, background): “A wide range of customer equity models, such as those proposed by Blattberg and Deighton (1996), Rust, Lemon, and Zeithaml (2004), or Gupta, Lehmann, and Stuart (2004), can be used to specify ft(·), ht(·), or gt(·); for a recent review of different customer equity models, see Kumar and George (2007)”
Customer Prioritization: Does it Pay off, and how Should it be Implemented? (2008, background): “First, customer prioritization can leave lower-priority customers dissatisfied (Brady 2000; Gerstner and Libai 2006), and these dissatisfied customers might defect or spread negative word of mouth, leading to a decline in long-term sales and profits (e.g., Hogan, Lemon, and Libai 2003; Kumar and Geo”
The Role of the Sales Force in Value Creation and Appropriation: New Directions for Research (2012, background): “…propensity and frequency, number and type of firm-initiated contacts, customer cash flow, relationship duration, up-selling and cross-selling potential, and contribution of the relationship to the seller’s market profile (e.g., brand equity) (Kumar and George 2007; Reinartz and Kumar 2003).”
Social Identity and the Service-Profit Chain (2009, background): “However, customer equity research takes a broader perspective that is not limited to services, addressing the linkage between the entire marketing mix and customer profitability (e.g., Kumar and George 2007).”
Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible (2016, methodology): “Although there are several ways to measure CLV (Holm, Kumar, and Rohde 2012; Kumar and George 2007), for our purposes and without loss of generalization, assuming that profit margins are constant, the time period is infinite, and the customer retention rate does not vary over time, we can…”