The goal of this course is to give the course participant a firm understanding of what customer loyalty is, and how to quantify the cost and benefits associated with customer loyalty in order to create shareholder value.
Throughout the course, we will discuss how customer loyalty can be enhanced and how properly to measure the quantitative value of a customer. We will describe how to evaluate initiatives that seek to maximize customer loyalty. And finally, we will discuss how to create an incentive compensation plan that will reward the economic value attained through the adoption of a customer-centric program of operations.
- Introduction to Customer Loyalty
- Quantifying Customer Value
- Customer Segmentation and Profitability
- Elements of Customer Loyalty
- Customer Loyalty and Incentive Compensation
Upon ordering this course, you will immediately receive instructions how to download the course as an Online pdf document. Included in this email will be log-on instructions for taking the certification exam. You have one year from date of purchase to complete the course.
After you have completed reviewing the text material, you may take your exam in our convenient, untimed online format. Tests average 5 questions for each CPE credit offered. For example, a CPE test worth 20 credits would include about 100 questions.
A score of 70% or better is required to pass this course, although there is no limit to the number of times you may take the exam in order to pass.
When you successfully pass the exam, your Certificate of Completion will be displayed on the screen. Print it out on your printer by using the "Print" command in your web browser.
This course is accepted in all but the following states for CPE credit: FL, MN, MS, OR, SC, &TN.
Course Level: Basic
Field of Study: Marketing
About The Author
Richard Malekian, Shareholder Value Consultants, Inc. Shareholder Value Consultants was founded in 1999 to assist client companies in their efforts to create sustainable value for their shareholders/owners. As a consulting firm, they specialize in implementing financial management programs that emphasize the true components of value creation (cash flows, capital, cost of capital), and in designing incentive compensation programs that rewards that value creation.
Richard Malekian has an MBA in Finance from New York University, and a B.S. in Finance from the University of Pennsylvania's Wharton School of Business. His business experience spans 25 years, and prior to starting his consulting firm he held various executive positions with the following companies: PricewaterhouseCoopers, Director of the Shareholder Value Management practice, Stern Stewart &Company, Vice President of EVA Implementation Services, American Express Company, Vice President of Corporate Finance.