Managing Customer Value

How do you take an individual who has never done business with your organization and gradually transform them into the best possible customer? How do you decide how much to spend on various marketing actions? How do you think about the pricing decision with a view to optimizing the value of your customers as assets? Where do you start, what tools do you use, and what heuristics are useful in making these decisions? This book attempts to answer questions such as these. The one-sentence summary of the answer, though, is simple hold the individual's hands and walk them up a value ladder, one step at a time.

This book is written for an advanced student of business and the practicing manager. It presents an integrated view of the marketing function. In particular, it focuses on all the activities that a firm engages in to create and manage value - not just the customer-facing activities. It links the traditional views of customer value with the finance, accounting, human resources, organizational behaviour, information technology and operations functions of the organization. It draws on the science of behaviour change and the data sciences to present a contemporary view of the customer value function. The content is meant to be prescriptive it describes a process for value creation and management, yet analytical; theoretical, yet empirically driven. It urges the reader to think about the customer value function to be organized along activities that the firm would like the customers to engage in, not activities that the firm engages in. It presents a framework that is not only conceptually driven but also has a sound mathematical basis.

Contents:

• Preface

• About the Authors

• Part 1:

  • Managing Customer Value
  • Value
  • The Value Ladder
  • Loyalty

• Part 2:

  • Customers as Gambles
  • Behavior Change
  • The Data Revolution
  • The Digital and Social Marketplace

• Part 3:

  • Pricing and Customer Psychology
  • Aligning the Organization
  • A Practitioner's Guide to Managing Customer Value

• Name Index

• Subject Index

Readership: For graduate students and academics in marketing, business decision-makers and the general public.
Key Features:

• This book provides a conceptual framework to guide an organization to transform a non-customer into its best customer, and more generally to increase customer value
• It is pragmatic about the tradeoffs managers must make in deciding whether or not a customer is worth investing in
• It provides a summary of templates and a practitioners' guide for quick reference
• It is largely based on original work done by the authors and others at the Rotman School of Management, and the BEAR [Behavioural Economics in Action at Rotman] research centre at the University of Toronto

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