What is the value of a loyal customer (VLC ) in the small contractor target market segment who buys an electric drill on average every four years (or every 0.25 year) for $100, when the gross margin on the drill averages 50 percent, and the customer retention rate is 60 percent? What if the customer retention rate increases to 80 percent? What is a 1 percent change in market share worth to the manufacturer if it represents 100,000 customers? What do you conclude?