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  • Article

The Impact of Forward-Looking Metrics on Employee Decision-Making: The Case of Customer Lifetime Value

By: Pablo Casas-Arce, Asis Martinez Jerez and V.G. Narayanan
This paper analyzes the effects of forward-looking metrics on employee decision-making. We use data from a bank that started providing branch managers with the customer lifetime value (CLV)—an estimate of the future value of the customer relationship—of mortgage... View Details
Keywords: Customer Lifetime Value; Forward-looking Metrics; Employees; Decision Making; Information; Customer Value and Value Chain; Banks and Banking; Mortgages; Outcome or Result
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  • 10 May 2011
  • Working Paper Summaries

The Impact of Forward-Looking Metrics on Employee Decision Making

Keywords: by Pablo Casas-Arce, F. Asís Martínez-Jerez & V.G. Narayanan; Banking
  • 2011
  • Working Paper

The Impact of Forward-Looking Metrics on Employee Decision Making

By: Pablo Casas-Arce, F. Asis Martinez-Jerez and V.G. Narayanan
This paper analyzes the effects of providing forward-looking metrics on employee decision making. We use data from a southern European bank that, in April 2002, started providing its branch managers with customer lifetime value (CLV) information about mortgage... View Details
Keywords: Customer Value and Value Chain; Decision Choices and Conditions; Mortgages; Employees; Information; Knowledge Use and Leverage; Service Delivery; Banking Industry; Europe
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  • 2011
  • Other Unpublished Work

The Impact of Forward-Looking Metrics on Employee Decision Making

By: Pablo Casas-Arce, Francisco de Asis Martinez-Jerez and V.G. Narayanan
Keywords: Decision Making; Employees; Measurement and Metrics
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  • 26 Apr 2011
  • First Look

First Look: April 26

PapersThe Impact of Forward-Looking Metrics on Employee Decision Making Authors:Pablo, F. Casas-Arce, Asís Martínez-Jerez, and V.G. Narayanan Abstract This paper analyzes the effects of providing View Details
Keywords: Sean Silverthorne
  • 21 Nov 2006
  • First Look

First Look: November 21, 2006

relationship management, customer asset management, and customer portfolio management. They begin by reviewing the metrics that have been and are currently being used to capture customer focus. Next, they discuss possible... View Details
Keywords: Sean Silverthorne
  • 14 Dec 2011
  • Research & Ideas

The New Measures for Improving Nonprofit Performance

direction and the internal data to understand its own strengths and weaknesses can be overly influenced by outside demands for metrics that may not always be relevant to its ultimate success. “Without understanding outcomes, you can't get... View Details
Keywords: by Julia Hanna
  • 12 Feb 2008
  • First Look

First Look: February 12, 2007

forecasts to align investors' expectations with their own, we predict that managers increased the quality of their earnings forecasts during the 1990s in order to keep pace with the improved forward-looking information provided by... View Details
Keywords: Martha Lagace
  • Web

Print View - Course Catalog

do commonly used performance metrics kill innovation, and how can we develop metrics that encourage new growth? Can acquisitions become a pathway to new capabilities? Should we integrate acquired companies... View Details