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Using Information to Develop a Culture of Customer Centricity by Abie Reifer, David Loshin

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Chapter 4

Customer Lifetime and Value Analytics

“Customer Lifetime and Value Analytics” examines ways to assign hard value metrics to individual customers through customer categorization, differentiation, and classification. The chapter discusses the concept of a customer lifetime value and suggests ideas for developing a corresponding customer valuation model. This model can add to the customer centricity strategy and help augment business processes to influence customers to make decisions in which value is increased for both the company and the customer.

Keywords

Customer value analysis; evaluation; development; implementation

The Value of the Customer

Much of the conventional wisdom and guidance for an organization’s relationship with its customers ...

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