CULO
CUSTOMER LOYALTY: COSTS VS. BENEFITS - A QUANTITATIVE APPROACH
Learning Objective:
This course will offer participants the knowledge and ability to use the concept of customer loyalty to create value for shareholders. It will provide the necessary knowledge and tools that will give businesses a leg up as they go head to head with their competitors in the drive to gain that most elusive of all prizes - the economically profitable customer.
Major topics:
- Learn why customer loyalty is an important measure in business performance evaluation
- Understand how to quantify the value of each customer in economic terms
- Define customer loyalty
- Find out how customer loyalty translates into shareholder value
- Examine the factors that influence customer loyalty
- Discover which customers create company value and which destroy company value.
- Learn why net income is not an appropriate means to measure customer value, and which measure is.
- Determine actions and programs that will appeal to your most valuable customers
CPE Credit: 4 hours, Management Advisory Services
Level of Knowledge: Basic
Prerequisites: None
Advance Preparation: None |
