Customer Lifetime Value: A Review

Chang Chen · Qianpin Li

47 citations0/0 files storedSocial Behavior and Personality An International Journal

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Customer churn and segmentation Customer Service Quality and Loyalty Corporate Governance and Management

Abstract

The concept of regarding customers as assets that should be managed and whose value should be measured is now accepted and recognized by academics and practitioners. This focus on customer relationship management makes it extremely important to understand customer lifetime value (CLV) because CLV models are an efficient and effective way to evaluate a firm's relationship with its customers. Assessment of CLV is especially important for firms in implementing customer-oriented services. In this paper we provide a critical review of the literature on the development process and applications of CLV.

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References

1998Market-Based Assets and Shareholder Value: A Framework for Analysis 2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy 2000On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing 2010Manage Marketing by the Customer Equity Test 2000Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy 2002Profit priorities from activity based costing 2002Customer lifetime value research in marketing: A review and future directions 2001Customer Equity: Building and Managing Relationships As Valuable Assets

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2018Modeling and Application of Customer Lifetime Value in Online Retail 2020Reimagining customer service through journey mapping and measurement 2019COMPARATIVE ANALYSIS OF SELECTED PROBABILISTIC CUSTOMER LIFETIME VALUE MODELS IN ONLINE SHOPPING 2020The relational side of intellectual capital: an empirical study on brand value evaluation and financial performance 2022Billion-user Customer Lifetime Value Prediction: An Industrial-scale Solution from Kuaishou

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