Modern business organizations have appreciated the significance of having competitive advantage through the delivery of continuous improvement towards the customers, and being knowledge-oriented. Indisputably, Knowledge Management (KM) plays a key role in the success of Customer Relationship Management (CRM). In this regard, Customer Knowledge Management (CKM) is a newly developed concept that ...

It is not sufficient for a contemporary firm to satisfy its customers; to be really successful, a firm must create value for its customers. In so doing, it will also derive value from its customers. In this regard, the present study first redefines the categories of customer value by suggesting a new category of ‘creative value’. The paper then explores the concepts inherent in the refined Kano...

Comparing with the traditional store, the online store can keep the track of customers’ purchasing records and personal information. By analyzing these customers’ records, online store can have a better understanding of their customers’ profile and purchasing behavior. In this paper, we define a standard product loyalty status, or SPLS, using customers’purchasing records to evaluate each custom...

The more the telecom services marketing paradigm evolves, the more important it becomes to retain high value customers. Traditional customer segmentation methods based on experience or ARPU (Average Revenue per User) consider neither customers’ future revenue nor the cost of servicing customers of different types. Therefore, it is very difficult to effectively identify high-value customers. In ...

BACKGROUND Understanding customers has become an urgent topic for increasing competitiveness. The purpopse of the study was to develop a qualitative dynamic attribute value model which provides insight into the customers' value for healthcare institute managers by conducting the initial open-ended questionnaire survey to select participants purposefully. METHODS A total number of 427 question...