Given the increase in popularity of Lifetime Value (LTV), the argument is that the topic will assume an increasingly central role in research and marketing. As such, the decision to assess the state of the field in Lifetime Value Modelling, and outline challenges unique to choice researchers in customer relationship management (CRM). As the research has argued, there are an excess of issues and analytical challenges that remain unresolved. The researcher hopes that this thesis inspires new answers and new approaches to resolve LTV. The scope of this project covers the building of a LTV model through multiple regression. This thesis is exclusively focused on modelling tenure. In this regard, there are a variety of benchmark statistical techniques arising from survival analysis, which could be applied, to tenure modelling. Tenure prediction will be looked at using survival analysis and compared with "crossbreed" data mining techniques that use multiple regression in concurrence with statistical techniques. It will be demonstrated how data mining tools complement the statistical models, and show that their mutual usage overcomes many of the shortcomings of each singular tool set, resulting in LTV models that are both accurate and comprehensible. Bank XYZ is used as an example and is based on a real scenario of one of the Banks of South Africa. / Thesis (M.Sc. (Computer Science))--North-West University, Vaal Triangle Campus, 2009.

Submitted by Maicon Juliano Schmidt (maicons) on 2015-07-08T14:56:18Z No. of bitstreams: 1 Henrique Horst da Silva.pdf: 2337183 bytes, checksum: cf073a3f2f72937932fd761ed33e195a (MD5) / Made available in DSpace on 2015-07-08T14:56:18Z (GMT). No. of bitstreams: 1 Henrique Horst da Silva.pdf: 2337183 bytes, checksum: cf073a3f2f72937932fd761ed33e195a (MD5) Previous issue date: 2014-09-24 / Nenhuma / Esta dissertação tem como objetivo aprofundar a relação existente entre o Customer Equity (CE) e o Shareholder Value (SHV) utilizando como base o modelo teórico desenvolvido no artigo Linking Customer and Financial Metrics to Shareholder Value: The Leverage Effect in Customer- Based Valuation. Os Drivers de Valor Internos e Externos das organizações foram acrescentados ao modelo, de modo a explicar as variações no CE, bem como a alocação dos recursos de marketing foi estudada, de modo a maximizar o retorno dos valores investidos. Como resultados, confirmando o trabalho base, o estudo da alocação das despesas de marketing ressaltou a aquisição de clientes como uma estratégia chave para a maximização do CE e, por consequência, no SHV. As despesas de marketing também apresentaram um elevado impacto negativo no SHV, ressaltando a importância do seu correto gerenciamento para as empresas. Neste ponto, os Drivers de Valor mostraram-se uteis, possibilitando a segmentação e a identificação dos clientes mais valiosos para a empresa. / This dissertation aims to study the relationship between the metrics of Customer Equity (CE) and the Shareholder Value (SHV) using as a basis the theoretical model developed in article Linking Customer and Financial Metrics to Shareholder Value: The Leverage Effect in Customer-Based Valuation. Internal and External Drivers of Value of organizations were added to the model in order to explain variations in the CE as well as the allocation of marketing resources was studied in order to maximize the return on invested amounts. As results, the study of the allocation of marketing expenses underscored customer acquisition as a key strategy for maximizing to CE and, consequently, to SHV. Marketing expenses also showed a high negative impact on SHV, emphasizing the importance of their proper management for the companies. At this point, the Drivers of Value proved useful enabling the segmentation and identification of the most valuable customers for the company.

A configuração do capitalismo atual, a globalização de mercados, o acirramento da concorrência, a velocidade de mudança e os gerentes cada vez mais cobrados por resultados e sustentabilidade das tomadas de decisão têm impelido as empresas a investir cada vez mais em sistemas de relacionamento para conhecer clientes. Os clientes são a mola propulsora de qualquer empresa e sem eles a empresa não possui valor algum. O objetivo desse trabalho foi explorar os fatores que impactam e determinam o valor do cliente para a empresa e/ou acionistas. Com base em fundamentação teórica, foram evidenciadas as principais pesquisas, destacando as contribuições empíricas de cada caso e a contemplação dos vetores de valor para a empresa e/ou acionistas. Resultados sugerem que o advento da tecnologia da informação nas empresas tem proporcionado a produção de conhecimento para a tomada de decisão mais estruturada em relação à gestão de clientes por valor. Foram evidenciadas (9) nove pesquisas sobre análise de padrão de lucratividade, (8) oito sobre otimização de alocação de recursos, (5) cinco sobre aquisição, retenção e efeitos sociais e (4) quatro sobre avaliação de empresas por meio de clientes. Cliente é definido como ativo intangível na medida em que otimiza a utilização dos recursos para a cocriação de valor para a empresa e/ou acionistas. / The current capitalism configuration, markets globalization, tight competitiveness, the change speed, managers more and more called by results and account for their decision have been forcing companies to invest more and more in customer relationship systems. The customers are the bottom line of any company and without them the company doesn\'t possess any value. The objective of this work was to explore the factors that impact and determine the customer\'s value for the company and/or shareholders. Based on theoretical, it was evidenced the mainly researches, dealing with empirical contribution of each case and the value vectors contemplation for company and/or shareholders. Results suggest that the introducing information technology in the companies has been providing the knowledge production for decision models more structured for managing customers by value. Nine researches were evidenced on profitability pattern analysis, eight on optimize resources allocation, five on acquisition and retention and social effects and four about firm evaluation through customers. Customer is defined as in-tangible assets as long as optimizes the utilization of resources for the co-creation of value for the company and/or shareholders.

<p>Studien har genomförts i Kista Galleria med syftet att utvärdera Ryals (2005) formel för värde­ring av kundrelationer. Med hjälp av formeln beräknas Customer Lifetime Value (CLV) för ett antal kundrelationer det undersökta företaget har. Huruvida formeln är funktionell för ändamålet kundvärdering är den centrala frågeställningen. Resultaten som framkommer ty­der på att en utgångspunkt för värdering av kundrelationer med hjälp av enbart monetära faktorer kan resultera i kortsiktiga strategiska beslut. Mindre butiker uppvisade generellt bättre Customer Lifetime Value per kvadratmeter än välkända butiker med stora butiksytor. Viktiga ickemonetära faktorer är ekonomisk styrka vid förhandlingsbordet och kund­attraktion. För att på lång sikt skapa ett framgångsrikt koncept krävs det att såväl monetära som ickemonetära faktorer tas med i beräkningarna för att kunna göra en korrekt bedömning av en kundrelations verkliga värde.</p>

Given the increase in popularity of Lifetime Value (LTV), the argument is that the topic will assume an increasingly central role in research and marketing. As such, the decision to assess the state of the field in Lifetime Value Modelling, and outline challenges unique to choice researchers in customer relationship management (CRM). As the research has argued, there are an excess of issues and analytical challenges that remain unresolved. The researcher hopes that this thesis inspires new answers and new approaches to resolve LTV. The scope of this project covers the building of a LTV model through multiple regression. This thesis is exclusively focused on modelling tenure. In this regard, there are a variety of benchmark statistical techniques arising from survival analysis, which could be applied, to tenure modelling. Tenure prediction will be looked at using survival analysis and compared with "crossbreed" data mining techniques that use multiple regression in concurrence with statistical techniques. It will be demonstrated how data mining tools complement the statistical models, and show that their mutual usage overcomes many of the shortcomings of each singular tool set, resulting in LTV models that are both accurate and comprehensible. Bank XYZ is used as an example and is based on a real scenario of one of the Banks of South Africa. / Thesis (M.Sc. (Computer Science))--North-West University, Vaal Triangle Campus, 2009.

Studien har genomförts i Kista Galleria med syftet att utvärdera Ryals (2005) formel för värde­ring av kundrelationer. Med hjälp av formeln beräknas Customer Lifetime Value (CLV) för ett antal kundrelationer det undersökta företaget har. Huruvida formeln är funktionell för ändamålet kundvärdering är den centrala frågeställningen. Resultaten som framkommer ty­der på att en utgångspunkt för värdering av kundrelationer med hjälp av enbart monetära faktorer kan resultera i kortsiktiga strategiska beslut. Mindre butiker uppvisade generellt bättre Customer Lifetime Value per kvadratmeter än välkända butiker med stora butiksytor. Viktiga ickemonetära faktorer är ekonomisk styrka vid förhandlingsbordet och kund­attraktion. För att på lång sikt skapa ett framgångsrikt koncept krävs det att såväl monetära som ickemonetära faktorer tas med i beräkningarna för att kunna göra en korrekt bedömning av en kundrelations verkliga värde.

In the field of product development, many organizations struggle to create a value proposition that can overcome the headwinds of technology change, regulatory requirements, and intense competition, in an effort to satisfy the long-term goals of sustainability. Today, organizations are realizing that they have lost portfolio value due to poor reliability, early product retirement, and abandoned design platforms. Beyond Lean and Green Manufacturing, shareholder value can be enhanced by taking a broader perspective, and integrating sustainability innovation elements into product designs in order to improve the delivery process and extend the life of product platforms. This research is divided into two parts that lead to closing the loop towards Sustainable Value Creation in product development. The first section presents a framework for achieving Sustainable Lifetime Value through a toolset that bridges the gap between financial success and sustainable product design. Focus is placed on the analysis of the sustainable value proposition between producers, consumers, society, and the environment and the half-life of product platforms. The Half-Life Return Model is presented, designed to provide feedback to producers in the pursuit of improving the return on investment for the primary stakeholders. The second part applies the driving aspects of the framework with the development of an Adaptive Genetic Search Algorithm. The algorithm is designed to improve fault detection and mitigation during the product delivery process. A computer simulation is used to study the effectiveness of primary aspects introduced in the search algorithm, in order to attempt to improve the reliability growth of the system during the development life-cycle. The results of the analysis draw attention to the sensitivity of the driving aspects identified in the product development lifecycle, which affect the long term goals of sustainable product development. With the use of the techniques identified in this research, cost effective test case generation can be improved without a major degradation in the diversity of the search patterns required to insure a high level of fault detection. This in turn can lead to improvements in the driving aspects of the Half-Life Return Model, and ultimately the goal of designing sustainable products and processes.

Given the increase in popularity of Lifetime Value (LTV), the argument is that the topic will assume an increasingly central role in research and marketing. As such, the decision to assess the state of the field in Lifetime Value Modelling, and outline challenges unique to choice researchers in customer relationship management (CRM). As the research has argued, there are an excess of issues and analytical challenges that remain unresolved. The researcher hopes that this thesis inspires new answers and new approaches to resolve LTV. The scope of this project covers the building of a LTV model through multiple regression. This thesis is exclusively focused on modelling tenure. In this regard, there are a variety of benchmark statistical techniques arising from survival analysis, which could be applied, to tenure modelling. Tenure prediction will be looked at using survival analysis and compared with "crossbreed" data mining techniques that use multiple regression in concurrence with statistical techniques. It will be demonstrated how data mining tools complement the statistical models, and show that their mutual usage overcomes many of the shortcomings of each singular tool set, resulting in LTV models that are both accurate and comprehensible. Bank XYZ is used as an example and is based on a real scenario of one of the Banks of South Africa. / Thesis (M.Sc. (Computer Science))--North-West University, Vaal Triangle Campus, 2009.

Thesis (MEng)--Stellenbosch University, 2015. / ENGLISH ABSTRACT: Numerous problems with product quality and time-to-market launches can be traced back to the management of the product lifecycle. This research assignment provides insight into how an integrated value proposition design framework can address these issues by shifting the focus of product lifecycle management from being product-centric to being customer-centric. This framework combines tools, methods and processes from a variety of disciplines such as Systems Engineering, Marketing, Project Management, and Financial Management. The application of the framework during the product lifecycle management process is that of a planning and communication tool to ensure integration between multifunctional teams to increase customer value proposition quality and decrease product time to market. This research assignment was implemented in a new product development case study within a leading Telecommunications company in South Africa. / AFRIKAANSE OPSOMMING: Die bestuur van ‘n produk se lewensiklus veroorsaak verskeie probleme wat gepaard gaan met die kwaliteit van produkte en die verlengde tydperk wat dit neem om produkte aan die mark bekend te stel. Hierdie navorsingswerk verduidelik hoe die geïntegreerde waarde-stelling raamwerk die probleme met betrekking tot die bestuur van produkte se lewensiklusse aanspreek. Die raamwerk verskuif die fokus van die bestuur van ‘n produk se lewensiklus, wat produk-gesentreerd is, na ‘n kliënt-gesentreerde fokus. Die raamwerk maak gebruik van tegnieke, metodes en prosesse verkry uit die dissiplines van Sisteem Ingenieurswese, Bemarking, Projek bestuur en Finansiële bestuur. Die toepassing van die raamwerk verbeter die bestuur van ‘n produk se lewensiklus deur beplanning en kommunikasie te fassiliteer tussen multi-funksionele spanne. Genoemde raamwerk bevorder die samewerking tussen multi-funksionele spanne, verbeter die waarde-stellings aan kliënte, verhoog die kwaliteit van produkte en verkort die tydperk van produk bekendstelling aan die mark. Bogenoemde navorsingswerk is geïmplementeer in ‘n vooraanstaande Telekommunikasie maatskapy in Suid-Afrika, op ‘n nuwe produkontwikkeling gevallestudie.

O moderno conceito de marketing, visto como filosofia empresarial, defende que a empresa deve ser centralizada no cliente, ou seja, ter todas as suas atividades integradas e alinhadas para entregar valor superior para seus consumidores. Até o final da década de 1990 havia uma clara lacuna entre o moderno conceito de marketing e as métricas existentes. Assim, as métricas de customer equity foram concebidas na tentativa de superar esse conflito entre filosofia e realidade prática de marketing. Customer equity pode ser definido como o valor monetário dos clientes enquanto um ativo da empresa, e foi apontado pela literatura como possível responsável pelo aumento da capitalização de mercado em algumas empresas. Esse estudo busca identificar a relação de causalidade entre customer equity, calculado pelo modelo de Gupta et al (2003), e a capitalização de mercado das empresas do setor de comunicação do mercado brasileiro utilizando uma série de modelos. Primeiramente rodou-se um modelo de regressão em painel com efeito aleatório, seguido de uma análise de causalidade Granger. Os resultados, em geral, não convergem com a literatura relacionada. Por fim foram discutidas as implicações gerenciais, limitações e sugestões para pesquisas futuras. / The modern concept of marketing, seen as business philosophy, holds that the firm must be customer centered, that is, all the activities must be integrated and oriented to deliver superior value to its customers. There was a clear gap between the modern concept of marketing and the existing metrics until the end of the 1990’s. Thus, the customer equity metrics were developed trying to overcome the conflict between philosophy and the managerial reality of marketing. Customer equity can be defined as the value of customers as an asset of the firm, and was held as a possible responsible for increasing the market capitalization of several companies. This study aims to identify the causal relationship between customer equity, using the approach proposed by Gupta and Lehmann (2003), and the market capitalization of several Brazilian communication companies. First it was conducted a panel regression analysis with random effects, then a series of Granger causality tests were made. The results, at large, do not converge with the related research. Finally, the limitations, managerial implications and recommendations for future research were discussed.