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Customer Profitability

Paul Farris
University of Virginia (UVA) - Darden Graduate School of Business Administration

Phil E. Pfeifer
University of Virginia (UVA) - Darden Graduate School of Business Administration

Neil Bendle
affiliation not provided to SSRN


UVA-M-0718

Abstract:     
This technical note defines, describes, and illustrates the most common metrics that marketers use to monitor and manage customer relationships. Among the metrics covered are customer counts, recency, retention rates, customer profitability, and customer lifetime value.

Keywords: customer relations

Working Paper Series

Date posted: October 21, 2008 ; Last revised: October 21, 2008

Suggested Citation

Farris, Paul, Pfeifer, Phil E. and Bendle, Neil, Customer Profitability. Darden Case No. UVA-M-0718. Available at SSRN: http://ssrn.com/abstract=910131


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Contact Information

Paul Farris (Contact Author)
University of Virginia (UVA) - Darden Graduate School of Business Administration ( email )
P.O. Box 6550
Charlottesville, VA 22906-6550
United States
434-924-0524 (Phone)
HOME PAGE: http://www.darden.virginia.edu/faculty/farris.htm
Neil Bendle
affiliation not provided to SSRN
No Address Available
Phillip E. Pfeifer
University of Virginia (UVA) - Darden Graduate School of Business Administration ( email )
P.O. Box 6550
Charlottesville, VA 22906-6550
United States
434-924-4803 (Phone)
HOME PAGE: http://www.darden.virginia.edu/faculty/Pfeifer.htm
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