Features - The Role of ABM in Measuring Customer Value -- Part 2 - To measure a customer's lifetime value, managers must measure costs across four dimensions -- Cost to acquire, cost to provide, cost to serve, and cost to retain. Activity-based management (ABM) can be used to measure these costs, which may not be readily visible in financial systems.
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|Authors:||Ness, Joseph A.; Schroeck, Michael J.; Letendre, Rick A.; Douglas, Willmar J.|
Strategic finance : leadership strategies in accountants and financial professionals. - Montvale, NJ : Institute of Management Accountants, ISSN 0025-1690, ZDB-ID 14706659. - Vol. 82.2001, 10, p. 44-49
Features - The Role of ABM in Measuring Customer Value - Your customers are valuable -- But not all are of equal value. Using techniques based on ABM, you can discover who are the "champions" and who are the "losers" and redeploy your customer relations management resources.
Ness, Joseph A., (2001)
Dragoo, Robert E., (1994)
Ness, Joseph A., (1995)
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