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Autor
Safari Mohammad (Faculty of Management, University of Tehran, Iran)
Tytuł
Customer Lifetime Value Analysis to Profitability Management: A Framework to Strategic Marketing
Źródło
International Letters of Social and Humanistic Sciences (ILSHS), 2015, vol. 5, s. 99-108, bibliogr. 38 poz.
Słowa kluczowe
Marketing strategiczny, Relacje z klientami, Wyniki badań
Strategic marketing, Relationships with customers, Research results
Uwagi
summ.
Kraj/Region
Iran
Iran
Abstrakt
The more a marketing paradigm evolves, the more long-term relationship with customers gains its importance. Nowadays most of corporations and firms in the world, including manufacturers and servicers, increasingly gain their incomes and profits through constructing and maintaining long-term relationship with customers. The move towards a customer-centered approach to marketing, coupled with the increasing availability of customer transaction data, has led to an interest in understanding and estimating customer lifetime value (CLV). Furthermore as marketing endeavours to be more accountable, the need of tools and models for measuring and evaluating efforts and investments that accomplish in marketing extent, is felt. This research aimed to present a framework to analysis customer lifetime value in order to strategic marketing practices. (original abstract)
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Bibliografia
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  1. Aghaei, M.; Vahedi, E.; Safari-Kahreh, M. & Pirooz, M. (2014). An Examination of the Relationship between Services Marketing Mix and Brand Equity Dimensions. Procedia-Social and Behavioral Sciences, 109, 865-869.
  2. Aghaie, M.; Vahedi, E.; Asadollahi, A. & Safari-Kahreh, M. (2014). An empirical Investigating to Effects of services Marketing mix on Brand Dimensions in Order to enhance brand Equity in the Tehran's Chain Stores. Research Journal of Recent Sciences, 3 (2), 43-60.
  3. Beniot, Dries F. Van den Poel. Dirk. (2009). Benefits of Quantile Regression for the Analysis of Customer Lifetime Value in a Contractual Setting: An Application in Financial Services. Expert Systems with Applications. 6, 10475-10484.
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  5. Chen, I. Popovich, K. (2003). Understanding customer relationship management (CRM). People, process, and technology, Business Process Management Journal, 9 (5), 672-688.
  6. Coussement, K. & Van den Poel, D. (2008). Churn prediction in subscription services: An application of support vector machines while comparing two parameter-selection techniques. Expert Systems with applications, 34 (1), 313-327.
  7. Donkers, B., Verhoef, P. & de Jong, M. (2007). Modeling CLV: a test of competing models in the insurance industry. Quantitative Marketing and Economics, 5(2), 163- 190.
  8. Duboff, R. S. (1992). Marketing to maximize profitability. The Journal of Business Strategy, 13(6), 10-13.
  9. Fathollahzadeh, M.; Hashemi, A. & Safari-Kahreh, M. (2011). Designing a New Model for Determining Customer Value Satisfaction and Loyalty towards Banking Sector of Iran. European Journal of Economics, Finance and Administrative Sciences, 28, 126-138.
  10. Gloy, B. A., Akridge, J. T., & Preckel, P. V. (1997). Customer lifetime value: An application in the rural petroleum market. Agribusiness, 13(3), 335-347.
  11. Gupta, S., Hanssens, D., Hardie, B., Kahn, W., Kumar, V., Lin, N. & Sriram, N.R.S (2006). Modeling customer lifetime value. Journal of Service Research, 9(2), 139-155.
  12. Haenlein, Michael, Kaplan, Andreas M. and Schoder, Detlef. (2006). Valuing the real option of abandoning unprofitable customers when calculating customer lifetime value. Journal of Marketing, 70 (3), 5-20.
  13. Hwang, H., Jung, T. & Suh, E. (2004). An LTV model and customer segmentation based on customer value: a case study on the wireless telecommunication industry. Expert Systems with Applications, 26(2), 181-188.
  14. Jain, D., & Singh, S. S. (2002). Customer lifetime value research in marketing: A review and future directions. Journal of Interactive Marketing, 16(2), 34-45.
  15. Kamalabadi, N.; Bayat, A.; Ahmadi, P. & Safari-Kahreh, M. (2008). Presentation a new algorithm for performance measurement of Supply chain by using FMADM Approach. World Applied Sciences Journal, 5 (5), 582-589.
  16. Kim, E. & Lee, B. (2007). An economic analysis of customer selection and leverage strategies in a market where network externalities exist. Decision Support Systems, 44(1), 124-134.
  17. Kim, J., Suh, E., & Hwang, H. (2003). A model for evaluating the effectiveness of CRM using the balanced scorecard. Journal of Interactive Marketing, 17(2), 5-19.
  18. Kim, S., Jung, T., Suh, E., Hwang, H. (2006). Customer segmentation and strategy development based on customer lifetime value: A case study. Expert Systems with Applications, 31, 101-107;
  19. Kumar, V., Lemon, K. & Parasuraman, A. (2006). Managing customers for value: An overview and research agenda. Journal of Service Research, 9(2), 87-94.
  20. Malthouse, E.C. & Blattberg, R.C (2005). Can we predict customer lifetime value? Journal of Interactive Marketing, 19(1), 2-16.
  21. Mendoza, Luis E.; Marius, Alejandro; Pérez, María; Grimán, Anna C. (2006). Critical success factors for a customer relationship management strategy. Information and Software Technology.
  22. Ngai, E.W.T., Li Xiu & Chau, D.C.K. (2009). Application of data mining techniques in customer relationship management: A literature review and classification. Expert Systems with Applications, 36 (2), 2592-2602.
  23. Peppard, Joe. (2000). Customer Relationship Management (CRM) in the Financial Services. European Management Journal, 18 (3), 312-327.
  24. Pfeifer, P.E., Haskins, M.E. & Conroy, R.M. (2005). Customer lifetime value, customer profitability and the treatment of acquisition spending. Journal of Managerial Issues, 17(1).
  25. Safari, M. (2015). A conceptual model to explain strategic alignment in the financial services based on Balanced Scorecard. International Letters of Social and Humanistic Sciences, 2 (2), 98-108.
  26. Safari, M. (2015). Customer Lifetime Value to managing marketing strategies in the financial services. International Letters of Social and Humanistic Sciences, 1 (2), 164- 173.
  27. Safari-Kahreh, M. & Safari-Kahreh, Z. (2012). An Empirical Analysis to Design Enhanced Customer Lifetime Value Based on Customer Loyalty: Evidences from Iranian Banking Sector. Iranian Journal of Management Studies, 5 (2), 145-167.
  28. Safari-Kahreh, M.; Ahmadi, H. & Hashemi, A. (2011). Achieving competitive advantage through empowering employees: An empirical study. Far East Journal of Psychology and Business, 3 (3), 26-37.
  29. Safari-Kahreh, M.; Tive, M.; Babania, A. & Hesan, M. (2014). Analyzing the Applications of Customer Lifetime Value (CLV) based on Benefit Segmentation for the Banking Sector. Procedia-Social and Behavioral Sciences, 109, 590-594.
  30. Safari-Kahreh, Z.; Shirmohammadi, A. & Safari-Kahreh, M. (2012). An empirical study to analyze customer relationship management strategy using balanced scorecard. Management Science Letters, 2 (5), 1603-1612.
  31. Seyed-Javadin, S. R.; Raei, R.; Iravani, M. J. & Safari, M. (2014). An explanatory analysis to identify and prioritize the challenges of Islamic Banking implementation: the case of IR Iran. International Letters of Social and Humanistic Sciences, 24, 45- 55.
  32. Seyed-Javadin, S. R.; Raei, R.; Iravani, M. J. & Safari, M. (2014). Presenting a conceptual model to explain the role of strategic management and planning in Islamic banking competitiveness. International Letters of Social and Humanistic Sciences, 26, 46-56.
  33. Seyed-Javadin, S. R.; Raei, R.; Iravani, M. J. & Safari, M. (2014). Presentation a conceptual model to explain determinants of breakthrough the Islamic banking marketing: a managerial perspective. International Letters of Social and Humanistic Sciences, 28, 58-66.
  34. Seyed-Javadin, S. R.; Raei, R.; Iravani, M. J. & Safari, M. (2014). Conceptualizing and Examining the Critical Success Factors for Implementing Islamic Banking System towards Banking Sector of Iran: a Mixed Method Approach. Iranian Journal of Management Studies, Article in press; available at: http://ijms.ut.ac.ir.
  35. Venkatesan, R., Kumar, V. & Bohling, T. (2007). Optimal customer relationship management using Bayesian decision theory: An application for customer selection. Journal of Marketing Research, 44(4), 579-594.
  36. Verhoef, P. C. & Donkers, B. (2001). Predicting customer potential value an application in the insurance industry. Decision Support Systems, 32(2), 189-199.
  37. Wang, Hsiao-Fan; Hong, Wei-Kuo. (2006). Managing customer profitability in a competitive market by continuous data mining. Industrial Marketing Management, 35: 715-723.
  38. Zeithaml, V. A, Rust, R.T. & Lemon, K. N. (2001). The customer pyramid: Creating and serving profitable customers. California Management Review, 42(4), 118-142. .
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ISSN
2300-2697
Język
eng
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