Driving Customer Equity, How Customer Lifetime Value is Reshaping Corporate Strategy

By Peter C. Verhoef, Harry R. Commandeur. 2001

426 citations recorded by the source corpus.

View Paper: https://www.semanticscholar.org/paper/f3ec685ba77185cc90cfbd338f7a32e2d459ad2c

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In Marketing

Citations in the corpus

Assessing the Service-Profit Chain (2002, background): “These global evaluations1 can take the form of an overall service quality rating (Bolton and Drew 1994), overall satisfaction rating (Anderson and Mittal 2000), or an overall behavioral intent rating (Rust et al. 2000).”
Service personalization and loyalty (2006, background): “Personalization has largely been assumed to affect satisfaction and loyalty (e.g. Peppers and Rogers 1993; Rust et al. 2000), but formal hypothesis tests of these connections are lacking, and we provide some here.”
The relationship between store image and store brand equity: A conceptual framework and evidence from hypermarkets (2011, background): “Rust et al. (2000) consider brand equity to be ‘‘the customer’s subjective and intangible assessment of the brand, above and beyond its objectively-perceived value’’.”
E-Service and the Consumer (2001, background): “From a marketing perspective, this may be thought of as the firm’s Customer Equity, or the total of the discounted lifetime values of the firm’s current and future customers [5, 31].”
E-service: a new paradigm for business in the electronic environment (2003, background): “” Thus, an e-service orientation implies a firm’s strategic opportunities are best viewed in terms of the firm’s opportunities to improve the drivers of its customer equity [8].”
Good, better, engaged? The effect of company-initiated customer engagement behavior on shareholder value (2018, background): “Moreover, stimulating customer engagement behavior can also be used to differentiate the firm from their competition, as it may improve customer relationships (Rust et al. 2000).”
Machine Learning for Survival Analysis: A Survey (2017, background): “Customer lifetime value (LTV) [Berger and Nasr 1998; Zeithaml et al. 2001] of a customer refers to the proﬁt that the customer brings to the store based on the purchase history.”
Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development (2003, background): “No direct effect on customer behavior should be expected.”
Managing and measuring relational equity in the network economy (2002, background): “…perspective by focusing solely on customer relationship management and customer equity management (Bell, Deighton, Reinartz, Rust, and Swartz 2002; Blattberg, Getz, and Thomas 2001; Gupta, Lehmann, and Stuart 2001; Jain and Singh 2002; Reinartz and Kumar 2000; Rust, Zeithaml, and Lemon 2000).”
Machine Learning for Survival Analysis (2019, background): “In the marketing domain, customer LTV is used to evaluate the relationships between customers and stores.”
Quantifying the Ripple: Word-of-Mouth and Advertising Effectiveness (2004, methodology): “When CLV modeling is applied across the customer base to measure a firm's customer equity (Blattberg and Deighton, 1996; Rust, Zeithaml, and Lemon, 2000), it provides a powerful tool to provide a more complete picture of advertising effectiveness.”