Customer Loyalty: Cost vs. Benefits – A Quantitative Approach


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.

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