Chapter 20: Customer equity reporting*
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Nowadays, managers and investors are confronted with an overload of information. This mass of information has to support managers running their company and investors making good investment decisions. Although gathering company information is very time consuming, structuring the available information in such a way that it provides value for the company may prove to be even more difficult. Numerous metrics evaluating managers’ performance tend to reflect past performance rather than future performance. As such, they provide limited guidance for long-term–oriented management and short-term–oriented management was certainly also responsible for the breakout of the financial crisis (Skiera, Bermes, and Horn, 2011).

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Edited by V. Kumar and Denish Shah