Darden University of Virginia (USA)
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Customer Profit
Pfeifer, Phillip E.; Farris, Paul W.; Bendle, NeilTechnical Note DARDEN-M-0799-EMarketingThis technical note introduces important metrics firms use to monitor customer relationships. The note begins by discussing how to count the firms’ customers and keep track of their activity using the concepts of recency and retention. An important summary of customer activity is the profit the firm receives from each customer. Just as some brands are more profitable than others, so too are some customer relationships more profitable than others....Starting at €8.20
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Customer Lifetime Value
Pfeifer, Phillip E.; Farris, Paul W.; Bendle, NeilTechnical Note DARDEN-M-0800-EMarketingThis technical note introduces important metrics firms use to monitor customer relationships. An important summary of customer activity is the profit the firm receives from each customer. Customer profit (CP) is the metric that summarizes the past financial performance of a customer relationship and is covered in a companion note, "Customer Profit" (UVA-M-0799). The central difference between CP and customer lifetime value (CLV) is that CP measur...Starting at €8.20
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Telescope: Squaring Purpose with Reality
Wicks, Andrew C.; Mead, Jenny; Stewart, NicholasCase DARDEN-E-0368-EBusiness Ethics and Corporate Social ResponsibilityThe management of Telescope, a wildly popular online search engine, must deal with a security breach in which information from thousands of users has been compromised. Technically - thanks to its carefully worded terms of use - the company is not financially liable for any ensuing damage. But Telescope prides itself on its commitment to acting responsibly. CEO and Co-Founder Spencer Milo must reconcile what the company stands for and how his orga...Starting at €8.20
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Xerox and the Vision Quest
Wicks, Andrew C.; Mead, Jenny; Stewart, NicholasCase DARDEN-E-0367-EBusiness Ethics and Corporate Social ResponsibilityXerox Production Manager Jim Deese has an employee who is uncomfortable with the company’s “vision quests” (creative and spiritual retreats). Xerox began conducting these vision quests as a means of invigorating production and innovation at the company, which had struggled over the years with product development and increasing competition. Some studies have shown that incorporating some element of spirituality helps to generate a happier and more...Starting at €8.20
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The Meatpacking Factory
Wicks, Andrew C.; Mead, Jenny; Stewart, NicholasCase DARDEN-E-0369-EBusiness Ethics and Corporate Social ResponsibilityThe manager of a meatpacking factory allows his 100-plus Muslim workers to take breaks believing that it is an appropriate response to the religious needs of this large part of his employee base. But the breaks have begun to interfere with the overall operation of the plant, resulting in a loss of productivity. Other employees have become irritated resenting what they see as preferential treatment. Because of the productivity issues, other employ...Starting at €8.20