An approach for assessing performance based on customer value in banking industry.
作者： Neda Abdolvand , Amir Albadvi
DOI:
关键词: Customer equity 、 Marketing 、 Knowledge management 、 Customer intelligence 、 Customer retention 、 Customer to customer 、 Customer profitability 、 Business 、 Customer relationship management 、 Customer lifetime value 、 Customer advocacy
摘要: Tarbiat Modares University ABSTRACT Information systems (IS) have a potential to bring success for the enterprises. However, it depends on how managerial knowledge could be extracted from various IS. This paper considers customer relationship management (CRM) and performance (PMS) suggests new approach provide more comprehensive view facilitate decision making effective strategies. CRM, as business strategy, has gained significant importance in field of IS recent years. Organizations recognized that building dynamic substantial with individual customers may lead sustained success. Customer attention one most important valuable assets every enterprise. Enterprises attempt retain increase their value. life-time value (CLV) measures applications segmentation, marketing decision, etc. Researchers practitioners paid assessment, several decades. Particularly, always exerted influence bank’s operation. It helps managers investigating efficiency units including branches bank. The novelty this research is proposes application CLV financial metric strategic measurement. Hence, presents framework assessing bank based CLV. follows assessment using data envelopment analysis (DEA) CLV, which can both shareholders. KEYWORDS Relationship Management (CRM), lifetime Value (CLV), Performance Measurement, System, Banking.
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