Determining the Customer Lifetime Value based on the Benefit Clustering in the Insurance Industry

Indian Journal of Science and Technology

Volumn 9, Issue 1, 2016, Pages

  Farzanfar, Elham ^a   Delafrooz, Narges ^a  

^a ISLAMIC AZAD UNIVERSITY   (Iran)

Author keywords

Benefit segmentation; Customer lifetime value; Customer relationship management; Insurance sector

Indexed keywords

EID: 84956627107     PISSN: 09746846     EISSN: 09745645     Source Type: Journal    
DOI: 10.17485/ijst/2016/v9i1/72307     Document Type: Article

References (27)

1. Villanueval J, Hanssens DM. Customer Equity: Measurement, Management and Research Opportunities. Foundations and trends in marketing. 2007; 1(1):1-95.
2. Mosanneni M. Segmentation of customers using customer lifetime value, case study of an Internet service provider. Tarbiat Modarres University. Iran. 2009.
3. Mutanen T, Customer Churn Analysis. A Case Study. Research Report, No.VTT-R-2006, 01184-06.
4. Razmi J, Ghanbari A. A new model for calculating customer lifetime value. Information Management and Technology. 2010; 1 (2): 35-50.
5. Safari Kahreh M, Safari Kahreh Z. An empirical analysis to design enhanced customer lifetime value based on customer loyalty: evidences from Iranian banking sector. Iranian Journal of Management Studies. 2012; 5 (2):145-67.
6. Berger PD, Nasr N. Customer lifetime value: marketing models and applications. Journal of Interactive Marketing. 1998; 12(1):17-30.
7. Malthouse EC, Blattberg RC. Can we predict customer lifetime value?. Journal of Interactive Marketing. 2005; 19(1):2-16.
8. Benoit DF, Van den Poel D. Benefits of quantile regression for the analysis of customer lifetime value in a contractual setting: An application in financial services. Expert Systems with Applications. 2009; 36 (7):10475-484.
9. Safari Kahre M, Tive M, Babania A, Hesan M. Analyzing the application of Customer Lifetime Value (CLV) based on benefit segmentation for the banking sector. Procedia - Social and Behavioral Sciences. 2nd World Conference on Business, Economics and Management. 2014. p. 590-4.
10. Thompson. Successful CRM: turning customer loyalty in to profitability on-line. 2004 Nov. Available from: WWW.crmgurn.com.10
11. Bohling T, Bowman D, LaValle S, Mittal V, Narayandas D, Ramani G. Varadarajan R. CRM Implementation: effectiveness issues and insights. Journal of Service Research. 2006; 9(2):184-94.
12. Payne A, Frow P. The role of multi-channel integration in customer relationship management. Industrial Marketing Management. 2004; 33(6): 527-38.
13. Salarzehi H, Amiri Y. The factors affecting the process of customer relationship management in insurance companies. General Management Research. 2011; 12 (2):133-41.
14. Xu M, Walton J. Gaining customer knowledge through analytical CRM. Industrial Management Data Systems. 2005; 105(7):955-71.
15. Cutler P, Armstrong G. Principles of Marketing. 3rd edition. Tehran: Adabestan Press; 2004
16. Keegan WJ. International Marketing Management, translated by Ebrahimi A. H. 1st edition. Cultural Research Bureau. Tehran. 2004.
17. Kumar V, Girish R, Timothy B. Customer lifetime value approaches and best practice applications. Journal of Interactive Marketing. 2004; 18(3):60-72.
18. Sohrabi B, Khanlari A, Customer Lifetime Value (CLV) measurement based on RFM model. Iranian Accounting and Auditing Review. 2007; 14(47);7-20.
19. Glady N, Baesens B, Croux C. A modified pare to/NBD approach for predicting customer lifetime value. Expert Systems with Applications. 2007; 36(2):2062-71.
20. Kaffashpour A, Alizadeh A. Using the Fuzzy Delphi analytic hierarchy process (FDAHP) and Hierarchical Cluster Analysis (HCA) in RFM model to determine the customer lifetime value. Journal of Marketing. 2012; 2 (3): 51-68.
21. Kumar V. A Customer lifetime value-based approach to marketing in the multichannel, multimedia retailing environment. Journal of Interactive Marketing. 2010; 24(2): 71-85.
22. Oya I, Tukel OI, Dixit A. Application of customer lifetime value modeling make-to-order manufacturing. Journal of Business and Industrial Marketing. 2013; 28 (6): 468-74.
23. Kim SY, Jung TS, Suh EH, Hwang HS. Customer segmentation and strategy development based on customer lifetime value: A case study. Expert Systems with Applications. 2006; 31(1):101-7.
24. Agrawal M. Data warehousing mining to knowledge management. Marketing Aims Inc. 2007. Available from: www.marketingaim.com/files/um/UM_CRM
25. Mike F. England, West Sussex, USA: John Wiley & Sons Ltd; 2003.
26. Rust RT, Lemon KN, Zeithaml VA. Return on marketing: using customer equity to focus marketing strategy. J Mark. 2004; 68(1):109-27.
27. Hashemzadeh GR, Khaksar SMS, Nawaser K, Jahanshahi AA. Technological dimension of customer relationship management. Indian Journal of Science and Technology. 2011; 4 (11):1565-72.