Are you undervaluing your costumers? : it's time to start measuring and managing their worth / Rob Markey

Leaders recognize that they should manage their businesses to maximize the value of the customer base. But too often, earnings pressures result in cost-cutting measures that hurt customers. Loyalty-leading companies operate differently. They create systems for measuring customer value and invest in the necessary enabling technology; they use design thinking methods to build customer loyalty; they organize the business around customer needs; and they engage the organization and stakeholders—employees, board members, investors—in the transformation. And they report on their results in formats that allow investors and other stakeholders to make informed judgments.

Business.