• 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