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Customer Equity

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Submitted By brarsingh09
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^^ rives .
Customer
Equity
A company's current customers provide the most reliable source of future revenues and profits.

By Katherine N. Lemon,
Roland T. Rust, and
Valarie A. ZeithamI

20 I MM S p r i n g

2001

C o n s i d e r t h e i s s u e s facing a typical brand manager, product manager, or marketing-oriented CEO: How do I manage the brand? How will my customers react to

:

r changes in the product or service offering? Should 1 raise price? What is the best way to enhance the relationships with my current customers? Where should I focus my efforts?
Business executives can answer such questions by focusing on customer equitythe total of the discounted lifetime values of all the firm's customers. A strategy based on customer equity allows firms to trade off between customer value, brand equity, and customer relationship management. We have developed a new strategic framework, the
Customer Equity Diagnostic, that reveals the key drivers increasing the firm's customer equity. This new framework will enable managers to determine what is most important to the customer and to begin to identify the firm's criticai strengths and hidden vulnerabilities.
Customer equity is a new approach to marketing and corporate strategy that finally puts the customer and, more important, strategies that grow the value of the customer, at the heart of the organization.
For most firms, customer equity is certain to be the most important determinant of the long-term value of the firm. While customer equity will not be responsible for the entire value of the firm (e,g,, physical assets, intellectual property, and research and development competencies), its current customers provide the most reliable source of future revenues and profits. This then should be a focal point for marketing strategy.
Although it may seem obvious that customer

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