Compare single- and multiformat business models. Show that events outside the market can sometimes challenge a business model. Show how technology affects industry dynamics and management decision making in real time. Show how obscure pricing can be used to impede interfirm comparison. Introduce CLV, emphasizing that it could be a dynamic instead of a static measure. Connect CLV with its importance to the rental business model. Demonstrate the value of tracking customer metrics and evaluating the long-term net worth of a firm. Contrast the market capitalization and CLV-based valuation of a firm and how that affects business strategy. Examine management based on the CLV metric-the importance of retention and net margin and what drives them.