In The First Edition Cokins Also Provided A Discussion Of What I Called The Cust

How to Measure and Manage Customer Value and Customer Profitability. In Stenzel, J. (Ed.) CIO Best Practices: Enabling Strategic Value with Information Technology (pp. 237-279).Hoboken, NJ: John Wiley & Sons, Inc.

Citation format (Cokins, 2011)

How do you work with the CEO or CMO to identify which metrics matter most? (February 2012). Retrieved from

Citation (How do you work, 2012). Pay attention to this. The article is a series of interviews by an anonymous author. The individuals who are interviewed are not the authors.


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Customer satisfactionCustomer satisfaction is a huge determinant of success on the modern business environment. Ithas become more expensive to attain new customers than to retain them. Having a…

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