A lot of the early work on customer lifetime value (CLV) comes from the world of direct marketing. This makes sense given an obvious use of CLV is to manage a customer base. Using CLV you can help decide who to try and acquire, what your retention efforts should be, and who might be good…
Author: neilbendle
Neil is an Associate Professor Marketing at the Terry College of Business, University of Georgia. He investigates the measurement of marketing performance, the accounting/marketing interface, and the impact of non-standard decision making in commercial and political markets.
Neil is the Chair of the Marketing Accountability Standards Board advisors. He is co-author of Marketing Metrics: The Manager’s Guide to Measuring Marketing Performance (3rd edition) Wharton School Press and is co-author of a cartoon book: Behavioural Economics for Kids.
The Origins Of Customer Equity
Customer equity is a concept that seems to have had its day in marketing. It arose, and it seems to me somewhat went away, relatively quickly. A 1996 article on the Harvard Business Review by Robert Blattberg and John Deighton lays out the idea of managing by a customer equity test. In many ways, this…
Understanding The Value Of Customers
Before CLV had become a big thing in marketing strategy Francis Mulhern looked at the challenge of understanding the value of customers. There are a lot of good points in the article. Measurement Problems In Understanding The Value Of Customers One of the most obvious challenges is that the data to allow us to understand…
Customer-Based Corporate Valuation
I think the idea of using customer information in corporate valuation is a great one. As such, I am very receptive to work on customer-based corporate valuation. A 2005 paper in Management Decision I think well illustrates some of the challenges I have seen in this field. Lots of good ideas, some reasonable points, but…
Alexander The Great Man?
One way I judge people is how they see Alexander the Great. This is a very helpful approach to judging others. Invariably any celebration of the Macedonian king gives insight into the flaws of the person doing the celebrating. There is one rather obvious weakness with my approach to judging character. You might be surprised…
Ostriches, Eagles, And Leadership Storytime
I am a historian by initial training and I love a good story. Though the great man (gender deliberate) of history approach has had its day there are still things that we can learn from stories of notable individuals. JB Steenkamp’s Time To Lead is the archetype of old-fashioned history-based leadership work. When you think…
The Perils Of Status
Most people worry about being low status. That makes sense. It really isn’t great to be low status. Academia is so status-obsessed it often makes me laugh. Doctor this, and professor that. I’m just waiting for carpets that non-doctors can’t walk on and we’ll have gone full-on House of Lords. This reminds me of the…
In Defense Of Robots And Their Judgments
A second post on the book, Noise, by Kahneman, Sibony, and Sunstein. For the first see here. The authors are experts in human judgment and they have a few useful comments in defense of robots and their judgments. Arguments Against, And For, Robots Noise is a book about the problems of variability in human judgment….
Understanding Data Analytics, And ‘Competitive Advantage’
Anil Maheshwari’s Data Analytics Made Accessible is a helpful book. Schools use it as a textbook and it has that feel. There is a lot of information there in a somewhat ‘just the facts’ sort of format. It should help with understanding data analytics. Useful Information To Aid In Understanding Data Analytics The book is…
The Problem Of Noise
Three major names in the field of decision-making teamed up to write about the problem of noise. Daniel Kahneman, who won the Nobel prize in economics despite not being an economist, Oliver Sibony, apparently a knight in the French Order of the Légion d’Honneur, and Cass Sunstein of Barack Obama’s White House and Nudge fame,…
