Latest thinking on valuing and managing customers -- Customer profitability analysis -- Calculating customer profitability -- How to calculate customer profitability for large customer numbers -- Customer lifetime value -- Calculating customer lifetime value -- Calculating and using customer equity -- The relational value of a customer -- How to manage a customer portfolio -- Managing a customer portfolio using customer equity -- The customer portfolio using both supplier and customer perspectives -- Risk -- Service-based segmentation -- The strategic decisions that maximize the value of your customers -- Selective customer acquisition and retention -- The role of pricing in creating or destroying value -- Increasing customer equity using value propositions

1. Customer relations -- Management