The Loyalty Elephant
White Paper

White Paper (PDF 200k)
Download Adobe Acrobat Reader

Creating Customer Value
White Paper Outline

White Paper (PDF 73k / 16 pages)
Download Adobe Acrobat Reader

I.         Executive Summary

II.       What Is Customer Value?

          A.  Customer Value Leads to Growth

                1.   Existing Customers -- Existing Products

                2.   Existing Customers -- New Products

                3.   Existing Products -- New Customers

                4.   New Products -- New Customers

          B.  The Customer Value Payoff

                1.   Customer Loyalty and Retention

                2.   Market Share

                3.   Cost Savings

                4.   Employee Attitudes

                5.   Profitability

III.      Summary