TY  - JOUR
AB  - Measuring customer capital – customers’ contribution to current and future revenues – is fundamental to assessing how successful an organization is in turning customer relationships into sustainable competitive advantage. The new business environment requires that companies shift from being product‐centric to being customer‐centric. This shift affects every business process. This article describes the factors that must be considered in assessing customer capital and outlines the steps for introducing such an initiative into the company.
VL  - 28
IS  - 5
SN  - 1087-8572
DO  - 10.1108/10878570010379392
UR  - https://doi.org/10.1108/10878570010379392
AU  - Duffy Jan
PY  - 2000
Y1  - 2000/01/01
TI  - Measuring customer capital
T2  - Strategy & Leadership
PB  - MCB UP Ltd
SP  - 10
EP  - 15
Y2  - 2024/04/25
ER  -