Wharton-SMU Research Center Incorporating Satisfaction into Customer Value Analysis: Optimal Investment in Life-Time Value

Wharton-SMU Research Center To Pester or Leave Alone: Lifetime Value Maximization through Optimal Communication Timing

The marketing literature has long acknowledged the importance of a customer’s lifetime value in customer relationship management. More recently, researchers have turned their attention to the links between satisfaction and both customer acquisition and retention strategies. In this paper, we study how to best communicate with a database of customers, taking into account that customers are able ...

Incorporating Satisfaction into Customer Value Analysis: Optimal Investment in Lifetime Value

We extend Schmittlein et al.’s model (1987) of customer lifetime value to include satisfaction. Customer purchases are modeled as Poisson events and their rates of occurrence depend on the satisfaction of the most recent purchase encounter. Customers purchase at a higher rate when they are satisfied than when they are dissatisfied. A closed-form formula is derived for predicting total expected ...

Wharton-SMU Research Center The Psychology of Dynamic Product Maintenance

Wharton-SMU Research Center The Political Spectrum

Investigation of indirect role of prediction of customer value, customer satisfaction, and direct role of customer value creation and loyalty on organization position in competition market: experimental study (under study: Iranian civil companies)

Organizations in addition to creating and delivering value to their customers, so that while they satisfy their customers, they can also make profit from it. Many researches have been conducted about predicting the customer value and in some of them, the customer lifespan and the customer value have been discussed, though the combination of these two is a new work. The main purpose of this rese...