Measure of CLV Toward Market Segmentation Approach in the Telecommunication Sector (Vietnam)

Binh, Tu Van; Thy, Ngo Giang; Phuong, Ho Thi Nam

doi:10.1177/21582440211021584

Cited by 4 publications

(2 citation statements)

References 30 publications

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“…In recent years more literature emerged on the topic of data science, extensive data analysis, and predictive and prescriptive methods for the estimation of CLV (e.g. (Fitria and Aruan 2019, Binh, Thy et al 2021, Mosaddegh, Albadvi et al 2021, Tripathi, Bagga et al 2021, Abbasimehr and Bahrini 2022. It should also be noted that the customer value from a customer perspective (Parasuraman 1997, Matzler 2000 is not discussed here.…”

Section: Customer Valuation As a Task For Managing Customer Relations...mentioning

confidence: 99%

Linking Customer Journey to Customer Lifetime Value - Towards a Deeper Understanding of Customer Valuation

2022

Proceedings of the International Conferences On: Educational Technologies 2022 (ICEduTech 2022), Sustainability, Technology And

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Marketing has developed over time towards a comprehensive approach to relationship marketing and customer experience. Consequently, there has also been a common emphasis on the dual creation of firm and customer value since the late 1990s. Following the discussion and targeting an economic value added (EVA), the concept of the customer lifetime value (CLV) has emerged as one of the critical metrics to manage customer relationships and customer equity in many companies. Customer relationships are seen as the firm's assets; therefore, various models for the valuation of customer relationships have been developed to estimate their economic value added. However, still, the application of these models in companies is rare. In this paper, we contribute to the higher applicability of a customer valuation with a view to the emerging applications of customer journey mapping in recent years. Our approach is based on the principles of calculating an Economic Value Added and on the target-oriented modelling of costs and revenueswhich means residual incomes, not cash flowsduring the customer relationship and integrating the concept of customer journey mapping.

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Section: Customer Valuation As a Task For Managing Customer Relations...mentioning

confidence: 99%

Linking Customer Journey to Customer Lifetime Value - Towards a Deeper Understanding of Customer Valuation

2022

Proceedings of the International Conferences On: Educational Technologies 2022 (ICEduTech 2022), Sustainability, Technology And

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“…Telecommunications service providers have faced intense competition with a significant churn rate (Ngo, 2020; Quach et al, 2019). In particular, unlike developed economies, telecommunications markets in emerging economies usually have a substantial number of prepaid subscribers, who are more prone to switch (Binh et al, 2021). For example, in Vietnam there are 132.52 million subscribers and more than 90% of them are prepaid customers (Thuy Dieu, 2020).…”

Section: Introductionmentioning

confidence: 99%

Customer retention: Exploring the effects of relationship layers and perceived indifference

Quach

2021

J of Consumer Behaviour

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Informed by the social orientation of loyalty, the study extends the current body of knowledge by integrating multiple relationship layers (i.e., personal loyalty, relationship with online consumption communities and local network effects) as antecedents of various states of firm-customer interactions including habitual loyalty, fanaticism, and retaliation. Data collection was carried out in the mobile telecommunications market using a paper-based survey. A total of 600 completed survey responses were collected. The respondents were 18 or older and had been mobile service users for at least 1 year. Overall, it was found that personal loyalty, relationship with online consumption communities and local network effects were significant antecedents of fanaticism. Personal loyalty and local network effects can reinforce habitual loyalty whereas the relationship with online consumption communities can increase retaliation. The role of relationship with online consumption communities becomes more significant as customers perceive a higher level of indifference among service providers. Further, local network effects were significantly and negatively related to retaliation. The findings of this study provide important theoretical and practical implications for academics and practitioners alike, especially in the contractual, network industries.

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A Data Mining System for Enhancing Profit Growth based on RFM and CLV

Abidar

Asri

Zaidouni

et al. 2022

2022 9th International Conference on Future Internet of Things and Cloud (FiCloud)

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Measure of CLV Toward Market Segmentation Approach in the Telecommunication Sector (Vietnam)

Cited by 4 publications

References 30 publications

Linking Customer Journey to Customer Lifetime Value - Towards a Deeper Understanding of Customer Valuation

Linking Customer Journey to Customer Lifetime Value - Towards a Deeper Understanding of Customer Valuation

Customer retention: Exploring the effects of relationship layers and perceived indifference

A Data Mining System for Enhancing Profit Growth based on RFM and CLV

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