The authors evaluate the usefulness of customer lifetime value (CLV) as a metric for customer selection and marketing resource allocation by developing a dynamic framework that enables managers to maintain or improve customer relationships proactively through marketing contacts across various channels and to maximize CLV simultaneously. The authors show that marketing contacts across various ch...

The rise of social media technology has led to new customer relationship management tools that engage customers more easily and directly (social customer relationship management, SCRM). However, the usefulness of SCRM is contingent upon a successful adoption by an organization. Various technology adoption theoretical frameworks have been proposed for social media technologies generally, and for...

In order to remain competitive in a deregulated environment, a group of European Utilities developed a prototype of a single Marketplace called e-utilities•com whose mandate is a clear customer centric orientation in the European environment for a successful mid-term multi-utility business via the Web. This paper highlights the concept of e-utilities•com and its implementation in a Web portal.

In the paper the problem of the application of neural predictors for Short-Term Load Forecasting (STLF) for energy transactions planning in utility is presented. Several aspects of this topic are discussed, including identification of different load patterns for holidays and customer profiles, estimation of prediction intervals and optimal size of the order, according to the financial condition...

In an era of global customization, dominating the majority market with a single product has become increasingly difficult and almost impossible for most companies. In contrast, they must provide various product varieties that attract diverse customers, particularly when acquiring distinct market segments. In practice, however, most companies cannot effectively reduce the gap between customer re...

Location-allocation of facilities in service systems is an essential factor of their performance. One of the considerable situations which less addressed in the relevant literature is to balance service among customers in addition to minimize location-allocation costs. This is an important issue, especially in the public sector. Reviewing the recent researches in this field shows that most of t...

With the rapid growth and dissemination of mobile services, enhancement of customer satisfaction has emerged as a core issue. Customer reviews are recognized as fruitful information sources for monitoring and enhancing customer satisfaction levels, particularly as they convey the real voices of actual customers expressing relatively unambiguous opinions. As a methodological means of customer re...

Enterprise systems have taken full advantage of Information Technology (IT) and Information Systems (IS) to innovate and to create business value. The principal business value for system is utility. System utility is a complex factor that has many contributing variables and the resultant of business value. The metrics of utility are measures such as up-time, customer satisfaction, and so on. In...