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Managing Customer Relationships Using Customer Lifetime Value and Customer Equity Metrics
Published in Madhu Arora, Poonam Khurana, Sonam Choiden, Performance Management, 2020
This view is considered more appropriate in research, as the actions of a business have a bearing on potential future customers as well. For instance, the Berger et al. (2002) framework for managing customers as assets is based on CE; Bayon et al. (2002) used CE as a basis of customer analysis; Gupta et al. (2004) applied CE for business valuation; Villanueva et al. (2008) studied the influence of varied acquisition methods on the business valuation using CE metric.
Towards a multi-party interaction framework: state-of-the-art review in sustainable operations management
Published in International Journal of Production Research, 2022
Zhaofu Hong, Hongyan Zhang, Yeming Gong, Yugang Yu
Second, the personal comment information on goods and services is also becoming increasingly important in the social network, which is a critical means to understand the market. Particularly, word-of-mouth plays an important role in the diffusion and sharing of information (Hong, Li, et al. 2020). The comments provide a decision reference for other consumers and creates business valuation and novel business models (Lee, Hosanagar, and Nair 2018). For example, Yelp and Meituan-Dianping integrate consumers' comment information on goods and services to help other consumers make appropriate decisions for saving time and money, and indirectly promote suppliers to provide higher quality goods and services. Except for the sharing of goods and information, personal funds also provide consumers with cooperation channels. For example, Lending Club provides a platform for people who lack funds and those who have surplus funds, thereby improving financial efficiency and contributing to economic development. Furthermore, scholars can contribute to the literature by investigating this novel type of C–C sustainable operations in consideration of new technologies such as social media and artificial intelligence.