MBM Handbook · Customer Value
Manager Resource Hub
Free interactive tools to explore the MBM philosophy and understand what drives customer value, satisfaction, and profitable growth — no textbook required.
How to Use These Apps
Each app below is a self-contained interactive model drawn directly from the MBM Handbook: Customer Value. Open any app, adjust the inputs, and watch how key business metrics respond in real time. These tools are designed to build intuition for market-based thinking — no prior reading required.
Customer Focus, Customer Satisfaction, and Profit Impact
Explores how customer satisfaction drives business performance, retention rates, and long-term profitability through systematic measurement and management.
Learning Goal
Understand how to measure and manage customer satisfaction as a strategic asset that directly impacts customer retention and profit performance.
Interactive MBM Apps
MBM App 1.1
Available
Customer Satisfaction vs. Retention
Explore the nonlinear relationship between customer satisfaction scores and retention rates across different industries.
MBM App 1.7
Available
Customer Lifetime Value
Calculate and visualize how customer lifetime value changes with satisfaction, retention, and margin assumptions.
MBM App 1.8
Available
Satisfaction Impact on Market Share
Model how changes in customer satisfaction scores translate to market share gains or losses over time.