Combining Customer Metrics - The Customer Value-Customer Equity-Framework

2007 ◽  
Author(s):  
Tobias Donnevert ◽  
Maik Hammerschmidt
Keyword(s):  
Customer Value ◽  
Customer Equity

scholarly journals A marketing view of the customer value: Customer lifetime value and customer equity

2013 ◽  
Vol 44 (4) ◽  
pp. 47-64 ◽  
Author(s):  
A. M. Estrella-Ramón ◽  
M. Sánchez-Pérez ◽  
G. Swinnen ◽  
K. VanHoof
Keyword(s):  
Customer Value ◽  
Customer Lifetime Value ◽  
Customer Equity ◽  
Future Research ◽  
Customer Profitability ◽  
Profitability Analysis ◽  
Customer Lifetime ◽  
Lifetime Value ◽  
Equity Measures

Throughout this research the customer valuation trend in marketing is going to be reviewed, emphasizing Customer Lifetime Value and Customer Equity measures. The main theoretical contributions in the development and evolution of the Customer Lifetime Value concept are analysed. Customer Lifetime Value is also differentiated from Customer Equity and Customer Profitability analysis to estimate customer value in terms of firm profitability. Customer Lifetime Value and Customer Equity concepts are formally defined. Additionally, a classification of a set of published researches into Customer Lifetime Value and/or Customer Equity is developed. This classification has been posited according to several criteria that serves as a guide to key requirements for developing these types of models. Finally,several conclusions, suggestions and future research streams are highlighted.

scholarly journals The Linkage among Customer Equity Drivers: Building Customer Value Equity Model

2018 ◽  
Vol 14 (2) ◽  
pp. 27-40
Author(s):  
Ammar Ali Khan ◽  
Keyword(s):  
Fast Food ◽  
Customer Value ◽  
Customer Equity ◽  
Customer Relationship ◽  
Future Research ◽  
Fast Food Restaurants ◽  
Relationship Equity ◽  
Value Equity ◽  
Equity Model ◽  
The Relationship

This study examines the relationship among customer equity drivers and develops the customer value equity model. Many companies are facing the problem of how to use the customer equity and which of its drivers should be focused first. By exploiting the relationship among customer equity drivers, a customer value equity model is developed and tested in the fast food sector. Data was collected from three hundred consumers of national and multinational fast food restaurants in Peshawar. The findings of the study revealed that there is a significant relationship among the customer equity drivers such that brand equity of a fast food restaurant is significantly related with customer value equity as well as customer relationship equity. Similarly, customer relationship equity is significantly related with customer value equity. Hence, the study empirically validates the model of customer equity drivers which provides a sound base at least in its initial stage for marketing managers to develop and manage the value equity of their brand. The study findings present important theoretical and practical implications along with future research directions.

scholarly journals A Study on Relationships among Customer Value, Relationship Quality and Customer Equity: Zhengzhou Bank of Communications as an Example

2011 ◽  
Vol 2 (1) ◽  
pp. 70
Author(s):  
Wu Jianxun ◽  
Xu Xiaodi
Keyword(s):  
Relationship Quality ◽  
Customer Relationship Management ◽  
Significant Influence ◽  
Customer Value ◽  
Relationship Management ◽  
New Economy ◽  
Customer Equity ◽  
Customer Relationship ◽  
Key Dimensions

Various studies on customer relationship management are carried out with the arrival of the new economy because intensified competitions among companies highlight the unprecedented importance of the customers. Based on the literature review of previous researches, the authors first put forward the model of customer relationship management, which is based on customer equity, then verify how the key dimensions in customer value influence customer equity and also discuss the role of relationship quality- mediating. The authors finally come to the conclusion that customer value has significant influence on customer satisfaction; and relationship quality also exerts significant influence on customer equity.

Customer Equity Evaluation

2014 ◽  
Vol 2014 (6) ◽  
pp. 80-96
Author(s):  
Yuriy Sozonov
Keyword(s):  
Customer Value ◽  
Evaluation Methods ◽  
Customer Lifetime Value ◽  
Customer Equity ◽  
Data Sources ◽  
Customer Lifetime ◽  
Lifetime Value ◽  
Research On Application ◽  
Equity Evaluation ◽  
Practical Recommendations

The article outlines the results of the research on application of customer equity evaluation methods. In the study customer equity of Russian B2B-company was evaluated on the basis of the following metrics: customer lifetime value (CLV), past customer value (PCV), integrated index of customer equity (RFM). The evaluation is complemented with practical recommendations on metrics application for customer equity maximization. On the basis of the conducted research, toolkit of customer equity evaluation is developed. It involves a set of metrics, indicators for evaluation and data sources. This toolkit could be potentially adapted and employed by Russian B2B-companies.

KONFIRMASI LIMA FAKTOR YANG MEMPENGARUHI KEPUASAN PESERTA PEKERJA BUKAN PENERIMA UPAH (PBPU) BPJS KESEHATAN

2019 ◽  
Vol 18 (2) ◽  
pp. 64-74
Author(s):  
Maya Fitri Nuraeni
Keyword(s):  
Customer Value ◽  
Customer Engagement ◽  
Cross Sectional ◽  
Customer Relation Management

Kepuasan pelanggan merupakan suatu pemenuhan harapan pelanggan yang dirasakan sesuai dengan ekspektasi yang diharapkan. Tujuan penelitian Mengetahui pengaruh langsung dan tidak langsung serta besaranya antara faktor Customer Relation Management (CRM), Customer Engagement, Kualitas Layanan, Trust dan Costumer value  Terhadap Kepuasan Peserta PBPU BPJS Kesehatan KC Depok Tahun 2018. Desain penelitian cross sectional. Populasi penelitian keseluruhan peserta di BPJS Kesehatan KC Depok. jumlah sampel dalam penelitian ini adalah smpel 130 peserta PBPU yang berkunjung ke KC Depok. Metode analisis menggunakan SmartPLS 2.0 dan SPSS 16. Hasil penelitian menunjukkan variabel CRM  24,58%, Customer Engagement 19,50 %. Kualitas Layanan 11,93%, Trust 14,36%,Costumer value 6,13%. pengaruh langsung CRM terhadap Customer Engagement 49,96%, CRM terhadap kualitas layanan 66,42%, CRM terhadap Trust 4,38%, CRM terhadap customer value 30,80%, Customer Engagement terhadap kualitas layanan 4,58% Customer Engagement terhadap Trust 15,21%, Customer Engagement terhadap customer value 16,77 Kualitas Layanan terhadap Trust 30,66%, Kualitas Layanan terhadap customer value 11,01%, Trust terhadap customer value 14,54%. Dengan demikian dapat ditarik kesimpulan bahwa  paling mempengaruhi Kepuasan Peserta PBPU BPJS Kesehatan KC Depok, dikarenakan CRM merupakan keseluruhan proses membangun dan memelihara hubungan peserta khususnya PBPU dengan BPJS kesehatan yang akan meminimalisir penurunan kualiatas pelayanan sehingga dapat meningkatkan pelayanan yang lebih baik. BPJS Kesehatan KC Depok diharapkan dapat memberikan pelayanan terbaik bagi npeserta sesuai dengan nilai dasar untuk tercapainya kepuasan pelanggan.

Customer Value

Controlling ◽  
2005 ◽  
Vol 17 (6) ◽  
pp. 327-334 ◽  
Author(s):  
Christian Belz
Keyword(s):  
Customer Value

A MULTI-FACETED EXAMINATION OF THE EXPORT PRODUCT ADAPTATION—CUSTOMER VALUE CREATION RELATIONSHIP

2018 ◽  
Vol 2018 ◽  
pp. 1212-1212
Author(s):  
Eleni Tsougkou ◽  
◽  
John W. Cadogan ◽  
Ian R. Hodgkinson ◽  
Jοãο S. Oliveira ◽  
...  
Keyword(s):  
Value Creation ◽  
Customer Value ◽  
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