Description: In the new service millennium, Customer Equity--the total lifetime value of a firm's most valuable customers--will replace Brand Equity as a firm's chief asset. In this book, a group of customer service experts introduces a radical model that will revolutionize the way companies look at their customers.
Review Quotes: Lance Rosenzweig CEO, PeopleSupport.com Exciting to read -- business owners and managers in all industries can quickly apply these brilliant insights and practical examples to make key decisions to increase the value of their businesses.