نوع مقاله : مقاله پژوهشی
نویسندگان
1 استادیار دانشگاه الزهرا و رئیس موسسه پژوهشی مدیریت مدبر
2 کارشناس ارشد مدیریت بازرگانی دانشگاه الزهرا
چکیده
کلیدواژه‌ها
عنوان مقاله [English]
نویسندگان [English]
This article presents a comprehensive model for customer lifelong value. Customer relationship management (CRM) is an efficient methodfor acquiring, maintaining and enhancing customer satisfaction in our competitive industries. One of the most important methodsin managing our relationship with profitable customers is to calculate the customer lifelong value, which allows the organization to make its greatest effort to retain most profitable customers.
Customer lifelong value is a value which is expected from a customer in a certain period of time. This value has a direct relationship with the overall benefit of these customers for the organization. In this paper, we present a model for calculating customer lifelong value, according to which we can divide customers into profitable and non-profitable customers. As we discuss, the most important elements in the presented segmentation are: rate of customer loss, legal reserves, profit margins, discount rates, and direct and indirect account costs. These factors, in our model,are presented asmathematical variables. In the end of this paper, we also try to show the necessity of the calculation of the customer lifelong value in relation with customer relationship management in banking, using the information obtained from boththe financial statements of Maskan Bank of Iran and the knowledge of the professional managers.
کلیدواژه‌ها [English]
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