篇名 | Customer Value Network Analysis: Improving Ways to Compute Customer Life-Time Value |
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卷期 | 1:1 |
作者 | Monireh Hosseini 、 Amir Albadvi |
頁次 | 015-024 |
關鍵字 | Customer lifetime value 、 Value network analysis 、 Customer relationship management 、 Business-to-business 、 Network customer lifetime value |
出刊日期 | 201006 |
Today’s constant changes around the world have exposed many companies to unprecedented business competition. This situation, especially in e-commerce, complicates the decision-making process about target customers and recommending products to them. On one hand, understanding and measuring customer lifetime value (CLV) is a critical factor for long-term success. On the other hand, the value network is a new concept that considers both tangible and intangible complex dynamic value exchanges between two or more enterprises, customers, suppliers, etc. In this paper, we introduce a new definition of value networks called ―business customers’ value network‖, which focuses on customer relationship management (CRM) concepts. Then, we suggest that the value network analysis (VNA) approach is a powerful tool to model and analyze tangible and intangible relationships between a company and its business customers. Finally, we propose that VNA can improve the networking potential of CLV. This study provides a conceptual framework for mapping a newly proposed value network consisting of three schemas (star, community, and compound schemas) with an illustrated example. Our future aim is to develop a new networked measure of CLV called network customer lifetime value (NCLV).