Great... I will kick this off in within the next few day after I wind down on this latest initiative........
Basically this will highlight:
1. Value equity: What the customer assesses the value of the product or service provided by the company to be;
2. Brand equity: What the customer assesses the value of the brand is, above its objective value;
3. Retention equity: The tendency of the customer to stick with the brand even when it is priced higher than an otherwise equal product;
Moreover they key focus will be how Customer Equity, Customer/Client Perspective, are integrated(drill down)in the CRM process with relation to the BMG CANVAS... especially in the Empathy Map.
Hopefully this will stir up some interesting debate.
Who is responsible for maximizing customer asset value? Secondly as part of the analysis the question is asked "Is the lifetime value of the customer calculated at the time of acquisition a determining factor is the strategy that should be used to manage the customer relationship? This can be a useful process in embedding in the Empathy Map to understand part of the customer perspective.