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Customer Loyalty: Cost vs. Benefits - A Quantitative Approach
Course #MAL002 6 Hrs. CPE credit
Delivery Method: Self-Study. Make your purchase through our secure shopping cart. Once your purchase is completed, you will receive download instructions by email.
Format: Online pdf text (Printed book available for addl. $20.00 plus s/h.)
Prerequisites: None
Advance Preparation Requirement: None
Level: Basic
CPE Credit: 6 Hrs. Marketing
Price without printed book: $78.00
Price with printed book: $98 plus s/h
Course expiration: You have one year from date of purchase to complete the course.
Course Description/Learning Objectives: The goal of this course is to give the course participant a firm understanding of what customer loyalty is, and how to quantify the cost and benefits associated with customer loyalty in order to create shareholder value. As you go through the course, we will discuss how customer loyalty can be enhanced and how to properly measure the quantitative value of a customer. We will describe how to evaluate initiatives that seek to maximize customer loyalty, and finally, we will discuss how to create an incentive compensation plan that will reward the economic value attained through the adoption of a customer-centric program of operations.
Course Contents:
Chapter 1 - Introduction to Customer Loyalty
Chapter 2 - Quantifying Customer Value
Chapter 3 - Customer Segmentation and Profitability
Chapter 4 - Elements of Customer Loyalty
Chapter 5 - Customer Loyalty and Incentive Compensation
About the Author: Richard Malekian, Shareholder Value Consultants, Inc.
Shareholder Value Consultants was founded in 1999 to assist client companies in their efforts to create sustainable value for their shareholders/owners. It is a consulting firm that specializes in implementing financial management programs that emphasize the true components of value creation (cash flows, capital, cost of capital), and in designing incentive compensation programs that rewards that value creation.
Richard Malekian has an MBA in Finance from New York University, and a B.S. in Finance from the University of Pennsylvania’s Wharton School of Business. His business experience spans 25 years, and prior to starting his consulting firm he held various executive positions with the following companies: PricewaterhouseCoopers, Director of the Shareholder Value Management practice, Stern Stewart & Company, Vice President of EVA Implementation Services, American Express Company, Vice President of Corporate Finance
Course #MC002b Including Printed Book
$98.00
No extra charge for online exam
Course Registration:
Course #MC002 ONLINE $78
What others have said about this course.....
“I learned a lot from this course.”
---Christine, Missouri
“Breaking customer loyalty down into a format where one can analyze the profit obtained from particular customers is very interesting. We have been undergoing a similar process at my company.”
---Michael, Ohio
Course #MAL002 BOOK ONLY
$20.00
Order the book only:
-If you do not need CPE credit but are looking for excellent reference material.
-If you have already ordered the online course and now want to order the printed book, you can place that order here. (No CPE credit is available if you have not ordered the complete course).
