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dc.contributor.authorVerhoef, Peter C.
dc.contributor.authorLemon, Katherine N.
dc.date.accessioned2013-08-13T08:40:17Z
dc.date.available2013-08-13T08:40:17Z
dc.date.issued2013
dc.identifier.issn1873-5681 (e-utg)
dc.identifier.urihttp://hdl.handle.net/11250/93804
dc.descriptionThis is the authors’ accepted and refereed manuscript to the articleno_NO
dc.description.abstractIn the past decade, firms have paid increasing attention to customer value management (CVM). Through customer-centric management systems, firms aim to maximize customer value. In this article, we put forth six important lessons that firms can employ for successful CVM, integrating available research knowledge and best practices: (1) Use CVM to improve business performance; (2) ensure that CVM is more customer driven than IT driven; (3) adopt customer lifetime value as a core metric; (4) invest in strong analytical capabilities; (5) understand the key drivers of customer acquisition, customer retention, and customer expansion; and (6) manage channels to create customer valueno_NO
dc.language.isoengno_NO
dc.publisherElsevierno_NO
dc.subjectMarketingno_NO
dc.subjectRelationship managementno_NO
dc.subjectTrendsno_NO
dc.subjectCRMno_NO
dc.subjectCustomer networksno_NO
dc.subjectSocial mediano_NO
dc.titleSuccessful customer value management: key lessons and emerging trendsno_NO
dc.typeJournal articleno_NO
dc.typePeer reviewedno_NO
dc.source.pagenumber1-15no_NO
dc.source.volume31no_NO
dc.source.journalEuropean Management Journalno_NO
dc.source.issue1no_NO
dc.identifier.doihttp://dx.doi.org/10.1016/j.emj.2012.08.001


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