understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. this study explores the effects of service quality, trust and perceived value on customer satisfaction, which, in turn, affects continuance intention of mobile services. service quality and customer satisfaction were measured by multiple dimensions. a research model was deve...

The present study attempts to establish a new framework to speculate customer lifetime value by a stochastic approach. In this research the customer lifetime value is considered as combination of customer’s present and future value. At first step of our desired model, it is essential to define customer groups based on their behavior similarities, and in second step a mechanism to count current ...

Today, people are increasingly connected and extensively interact with each other using technology-enabled media. Hence, customers are more frequently exposed to social influence of other customers when making purchase decisions. However, established approaches for customer valuation most widely neglect network effects based on social influence leading to a misallocation of resources. Therefore...

Being able to measure customer value is a prerequisite for effective customer relationship management and data-driven marketing strategy, as it allows to maximize return on marketing investment, particularly when resources are limited. While past profitability is certainly a useful metric, it is insufficient when trying to predict which customers are going to be most valuable in the future so a...

At a time when financial reporting is less than reliable, Behram Hansotia proposes that companies use a customer value scorecard to report statistics associated with customer lifetime value. These scorecards will clearly show if a company is making progress in increasing customer loyalty and share of wallet. C EOs, academicians and the financial community are all dissatisfied with the standard ...

Customer lifetime value (LTV) estimation involves two parts: the “survival” probabilities and profit margins. This article describes the estimation of those probabilities using discrete-time logistic hazard models and that of profit margins is based on linear regression. In the scenario when outliers are present among margins, we suggest applying robust regression with PROC ROBUSTREG.

business all around the world uses different approaches to know their customers, segment them and formulate suitable strategies for them. one of these approaches is calculating the value of each customer for the company. in this paper by calculating customer lifetime value (clv) for individual customers of an online toy store named alakdolak, three customer segments are extracted. the level of ...

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