Software project dynamics: an integrated approach
Software project dynamics: an integrated approach
Customer Lifetime Value Models for Decision Support
Data Mining and Knowledge Discovery
A simulation model of IS security
Proceedings of the 43rd annual Southeast regional conference - Volume 2
DTMC: an actionable e-customer lifetime value model based on markov chains and decision trees
Proceedings of the ninth international conference on Electronic commerce
Computers and Operations Research
A dynamic decision support system to predict the value of customer for new product development
Decision Support Systems
Segmentation of telecom customers based on customer value by decision tree model
Expert Systems with Applications: An International Journal
An integrative framework for customer relationship management: towards a systems view
International Journal of Business Information Systems
Hi-index | 12.06 |
This paper proposes a model for customer relationship management (CRM) using iThink^(R), which incorporates the concept of system dynamics. The proposed CRM model consists of module 1: a customer purchasing behavior model, module 2: a Markov chain model, and module 3: a financial returns model. By considering the marketing activities and product attractiveness to the customer, the probability that a customer will (re)purchase can be modeled in module 1. The probabilities are then fitted into module 2 for the calculation of customer lifetime value (CLV). The estimated CLV for each customer is inputted into module 3 to predict the firm's return on investment in the long term. By defining the parameters on the attractiveness of a product and on user responses from historical marketing campaigns, a firm can easily evaluate its business strategy from both marketing and product development perspectives, thereby refining those parameters and adopting the best strategy for creating customer value and yielding the maximum profit. A case study of a listed firm in Hong Kong is employed to illustrate our model, which not only gives insights into the product development, but can also support the decisions related to marketing activities.