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Title: Somewhat disappointing
Review: Customer equity is clearly the name of the game and a hot topic in the business world right now, but I was hoping for a more up-to-date treatment. This book offers some fairly useful, but comparatively well-known and mundane, material about managing customer acquisition and retention, but the content advances little beyond Blattberg's mid-1990s Harvard Business Review article. I suspect that the third author (Thomas) may have done much (all?) of the writing, because the other two are heavily occupied by their consulting practices. There is some really cutting edge work going on right now in the customer equity/customer lifetime value arena, but this book does not reflect most of it.
