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…
Category: Contribution
Angel And Demon Customers
Larry Selden and Geoffrey Colvin had a book back in 2003 that made quite a stir. It introduced the idea of angel and demon customers. This was a catchy way of explaining the notion that not all customers are profitable. Indeed, Selden and Colvin argue that customers should not all be treated the same. What…
Revenue And Valuing Likes
Dan Zarrella, from HubSpot, has given a formula for valuing social media “likes”. There are several interesting parts. For instance, he has tried to incorporate churn. Compared to most pieces of advice in the social media marketing world it is transparent. You can see what he was trying to do. His formula (although it looks…
Marketers Prefer Contribution
A couple of years ago teaching introductory marketing I told my students they must have calculations in the final exam. They listened and gave me numbers. My students were mostly aim for investment banking. They thought finance had the “best” numbers and so used these. They gave me some marvellous numbers, e.g., EBITDA and NOPAT….
