Measuring and Predicting Customer Lifetime Value in Customer Loyalty Analysis: A Knowledge Management Perspective (A Case Study on an e-Retailer)
سال انتشار: 1388
نوع سند: مقاله ژورنالی
زبان: انگلیسی
مشاهده: 553
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شناسه ملی سند علمی:
JR_IJIEPR-20-1_003
تاریخ نمایه سازی: 7 شهریور 1393
چکیده مقاله:
Modern business organizations have appreciated the significance of having competitive advantage through the delivery of continuous improvementtowards the customers, and being knowledge-oriented. Indisputably, Knowledge Management (KM) plays a key role in the success of Customer Relationship Management (CRM). In this regard, Customer Knowledge Management (CKM) is a newly developed concept that deals with knowledge from customers rather than knowledge about customers. However, little research has been done on the application of CKM in e-business. In this paper, after an overview of the literature, an application of CKM in Customer Lifetime Value (CLV) measurement is studied in an e-retailer case where Corporate Image and Reputation are taken into consideration.
کلیدواژه ها:
Customer Knowledge Management (CKM) ، Customer Lifetime Value (CLV) ، Customer Relationship Management (CRM) ، Corporate Image ، Neural Networks
نویسندگان
Abdollah Aghaie
Associate Professor, Department of Industrial Engineering, K.N.Toosi University of Technology, Tehran, Iran