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Customer lifetime value : the path to profitibility / V.Kumar
| Customer lifetime value : the path to profitibility / V.Kumar |
| Autore | Kumar, V. |
| Pubbl/distr/stampa | Boston : Now, 2008 |
| Descrizione fisica | IX, 99 p. ; 24 cm |
| ISBN | 978-1-60198-156-1 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-990009126650403321 |
Kumar, V.
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| Boston : Now, 2008 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Customer Relationship Management [[electronic resource] ] : Concept, Strategy, and Tools / / by V. Kumar, Werner Reinartz
| Customer Relationship Management [[electronic resource] ] : Concept, Strategy, and Tools / / by V. Kumar, Werner Reinartz |
| Autore | Kumar V |
| Edizione | [3rd ed. 2018.] |
| Pubbl/distr/stampa | Berlin, Heidelberg : , : Springer Berlin Heidelberg : , : Imprint : Springer, , 2018 |
| Descrizione fisica | 1 online resource (XXV, 411 p. 115 illus. in color.) |
| Disciplina | 658.812 |
| Collana | Springer Texts in Business and Economics |
| Soggetto topico |
Customer relations—Management
Big data Leadership Customer Relationship Management Big Data/Analytics Business Strategy/Leadership |
| ISBN | 3-662-55381-3 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | CRM: Conceptual Foundation: Strategic CRM Today -- Concepts of Customer Value -- Strategic CRM: Strategic CRM -- Implementing the CRM Strategy -- Analytical CRM: Customer Analytics Part I -- Customer Analytics Part II -- Data Mining -- Using Databases -- Operational CRM: Software Tools and Dashboards -- Loyalty Programs: Design and Effectiveness -- Campaign Management -- Impact of CRM on Marketing Channels -- CRM Issues in the Business-To-Business Context -- Customer Privacy Concerns and Privacy Protective Responses -- CRM in Social Media -- Advances in CRM Applications: Applications of CRM in B2B and B2C Scenarios Part II -- Future of CRM. |
| Record Nr. | UNINA-9910298202903321 |
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Kumar V
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| Berlin, Heidelberg : , : Springer Berlin Heidelberg : , : Imprint : Springer, , 2018 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Fondamenti di patologia e di fisiopatologia / Robbins ; V. Kumar, A.K. Abbas, J. C. Aster ; edizione italiana a cura di Angela Maria Acquaviva...[et al.]
| Fondamenti di patologia e di fisiopatologia / Robbins ; V. Kumar, A.K. Abbas, J. C. Aster ; edizione italiana a cura di Angela Maria Acquaviva...[et al.] |
| Autore | ROBBINS, Stanley L |
| Edizione | [9. ed.] |
| Pubbl/distr/stampa | Milano, : Edra, 2017 |
| Descrizione fisica | XIV, 880 p. : ill. ; 27 cm |
| Disciplina | 616.07 |
| Altri autori (Persone) |
KUMAR, V.
ABBAS, Abul K. ASTER, J. C. |
| Soggetto topico | Patologia |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | ita |
| Titolo uniforme | |
| Record Nr. | UNISA-996265748603316 |
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ROBBINS, Stanley L
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| Milano, : Edra, 2017 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. di Salerno | ||
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Profitable customer engagement : concepts, metrics, and strategies / / V. Kumar
| Profitable customer engagement : concepts, metrics, and strategies / / V. Kumar |
| Autore | Kumar V. <1957-> |
| Pubbl/distr/stampa | Thousand Oaks : , : SAGE Publications India Pvt. Ltd, , [2013] |
| Descrizione fisica | 1 online resource (341 p.) |
| Disciplina | 658.8/12 |
| Soggetto topico |
Customer relations - Management
Branding (Marketing) Profit |
| Soggetto genere / forma | Electronic books. |
| ISBN | 81-321-1781-6 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | List of illustrations -- List of abbreviations -- Foreword -- Preface -- Introduction to customer engagement -- Metrics for engaging customers -- Brand: "Is that what you think of me?" -- Valuing customer contributions : the future looks green! -- Linking brand value to customer value -- Customer referrals -- Really! : Where did you hear that? -- Please help us help you -- Managing customers in a multi-dimensional world -- Glossary -- Index -- About the author. |
| Record Nr. | UNINA-9910453712803321 |
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Kumar V. <1957->
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| Thousand Oaks : , : SAGE Publications India Pvt. Ltd, , [2013] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Statistical methods in customer relationship management [[electronic resource] /] / V. Kumar, J. Andrew Petersen
| Statistical methods in customer relationship management [[electronic resource] /] / V. Kumar, J. Andrew Petersen |
| Autore | Kumar V. <1957-> |
| Edizione | [1st edition] |
| Pubbl/distr/stampa | Hoboken, N.J., : Wiley, 2012 |
| Descrizione fisica | 1 online resource (290 p.) |
| Disciplina | 658.8/12015195 |
| Altri autori (Persone) | PetersenJ. Andrew |
| Soggetto topico |
Customer relations - Management
Customer relations - Management - Statistical methods |
| ISBN |
1-283-64502-5
1-118-34921-0 1-118-34920-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Introduction -- CRM in action -- Customer acquisition -- Customer retention -- Balancing customer acquisition and customer retention -- Customer churn -- Customer win-back -- Implementing CRM models -- Future of CRM models. |
| Record Nr. | UNINA-9910138869103321 |
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Kumar V. <1957->
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| Hoboken, N.J., : Wiley, 2012 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Statistical methods in customer relationship management [[electronic resource] /] / V. Kumar, J. Andrew Petersen
| Statistical methods in customer relationship management [[electronic resource] /] / V. Kumar, J. Andrew Petersen |
| Autore | Kumar V. <1957-> |
| Edizione | [1st edition] |
| Pubbl/distr/stampa | Hoboken, N.J., : Wiley, 2012 |
| Descrizione fisica | 1 online resource (290 p.) |
| Disciplina | 658.8/12015195 |
| Altri autori (Persone) | PetersenJ. Andrew |
| Soggetto topico |
Customer relations - Management
Customer relations - Management - Statistical methods |
| ISBN |
1-283-64502-5
1-118-34921-0 1-118-34920-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Introduction -- CRM in action -- Customer acquisition -- Customer retention -- Balancing customer acquisition and customer retention -- Customer churn -- Customer win-back -- Implementing CRM models -- Future of CRM models. |
| Record Nr. | UNINA-9910813542703321 |
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Kumar V. <1957->
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| Hoboken, N.J., : Wiley, 2012 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Valuing Customer Engagement : Strategies to Measure and Maximize Profitability
| Valuing Customer Engagement : Strategies to Measure and Maximize Profitability |
| Autore | Kumar V |
| Edizione | [2nd ed.] |
| Pubbl/distr/stampa | Cham : , : Palgrave Macmillan, , 2024 |
| Descrizione fisica | 1 online resource (296 pages) |
| Disciplina | 658.8342 |
| Collana | Palgrave Executive Essentials Series |
| ISBN | 3-031-43296-7 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Intro -- Foreword by David J. Reibstein -- Foreword by J. Patrick Bewley -- Preface -- Acknowledgments -- Praise for Valuing Customer Engagement -- Contents -- List of Figures -- List of Tables -- 1 Overview of Customer Engagement -- Engaging with Your Customers -- Understanding the Need to Value Customer Engagement -- Valuing Customer Engagement-Under the Hood -- Notes and References -- 2 Customer Valuation Theory -- Let's Begin with the Stock Market… -- What Is the Value of My Customers? -- The Customer Valuation Theory -- Valuing Customers as Assets -- Managing Customer Portfolios -- Nurturing Profitable Customers -- How Does the Use of CVT Benefit Businesses? -- Notes and References -- 3 Customer Engagement Value -- A Firm's Approach to Customer Engagement -- Conceptualizing CEV: An Integrated Framework -- Customer Brand Value (CBV) -- Customer Lifetime Value (CLV) -- Customer Referral Value (CRV) -- Business Reference Value (BRV) -- Customer Influence Value (CIV) -- Customer Knowledge Value (CKV) -- How Does It Help Organizations? -- Notes and References -- 4 Brand: "What Do You Think of Me?" -- Connecting Brands with Customers -- Need to Measure Brand Value -- Aggregate Versus Individual Brand Value -- The CBV Framework -- Brand Knowledge -- Brand Attitude -- Brand Behavior Intention -- Brand Behavior -- Predicted Behavior Outcomes -- Measuring CBV -- Maximizing CBV -- Notes and References -- 5 How Much Are Your Customers Worth? -- Introduction: Why Measure Customer Value? -- Traditional Measures of Customer Value: Backward-Looking Metrics -- Recency-Frequency-Monetary (RFM) Value -- Share of Wallet -- Past Customer Value -- Tenure/Duration -- Defining CLV: The Forward-Looking Metric -- Measuring CLV -- How Can CLV Be Computed? -- Drivers of CLV -- Maximizing CLV to Ensure Profitable Customer Engagement -- Customer Selection.
Managing Loyalty and Profitability Simultaneously -- Optimal Allocation of Resources -- Cross-Buying Behavior -- Pitching the Right Product to the Right Customer at the Right Time -- Preventing Customer Attrition -- Product Returns -- Managing Multichannel Shoppers -- Linking Investments in Branding to Customer Profitability -- Acquiring Profitable Customers -- Interaction Orientation -- Viral and Referral Marketing Strategies -- Future of Customer Management -- CLV-Extensions and Applications -- Salesperson Future Value -- Global CLV -- Computing CLV for Consumer Packaged Goods -- Looking Beyond CLV -- Notes and References -- 6 When Brand Value Meets Customer Value -- How to Link the Brand Value to Customer Value -- How the Various Components of CBV Are Linked -- How CBV and CLV Are Linked -- The Role of Brand Communication in Linking Brand and Customer Value -- Strategic Implementation of Managing Brands and Customers -- Telecommunication -- Financial Services -- Retailer -- Brand Awareness and Image -- Brand Trust and Affect -- Brand Purchase Intention -- Brand Loyalty -- Premium Price Behavior -- Brand Advocacy -- Notes and References -- 7 What's the Word Out There? -- Introduction: Valuing the Word that Goes Around -- Conceptual Background -- WOM Marketing -- Customer Referrals and Referral Programs -- The Value of Referred Customers -- Referral Intentions -- Defining CRV -- Measuring CRV -- Calculating CRV-An Example -- Maximizing CRV -- Linking CRV and CLV -- Implementing CRV in Business -- Campaign Preparation -- Campaign Description -- Campaign Results -- Linking CBV and CRV -- The Value of References in the B2B Setting -- Measuring BRV -- Calculating BRV-An Example -- Drivers of BRV -- Drivers of BRV in a Telecommunications Firm and a Financial Services Firm -- Maximizing BRV -- Impact of BRV on CLV -- Impact of BRV on Customer Acquisition. Linking BRV and CBV -- From Referrals to Influence -- Notes and References -- 8 Hey, Have You Heard About This? -- Introduction: Social Media -- Why Social Media Can Be Powerful -- Successes and Failures in Marketing Through Social Media -- Defining Customer Influence Effect (CIE) and Customer Influence Value (CIV) -- A Seven-Step Framework for Creating Successful Social Media Marketing Campaigns -- Implementation of the Seven-Step Framework -- Implementation of the Seven-Step Process in Hokeypokey -- Measuring CIV: Calculating the Effect and Value of Social Media Influence -- The Campaign Results and Implications -- Computation of CIV -- How Can This Be Computed? -- Implications of CIV for Social Media Marketers -- Encouraging and Maximizing CIV -- Launching Social Coupons -- Avoiding the Pitfalls in Social Coupon Launches -- What Should the Firm Do to Improve Profits? -- Redesigning the Social Coupon Strategy -- Interrelationships -- CIV, CRV, and CLV -- The Relationship Between CLV and CIV -- The Relationship Between CIV and CBV -- The Relationship Between CRV and CIV -- Social Media Marketing (SMM): Version 2.0 -- Regulated Social Media Marketing -- A Sample Framework for Implementation -- The Dark Side of Social Media Marketing -- Notes and References -- 9 We Need Your Help! -- Introduction: The Value of Customer Knowledge -- Defining Customer Knowledge Value (CKV) -- Measuring CKV -- CKV Measurement Strategy -- Customer Feedback Channel Identification -- Data Collection -- Rating Normalization -- Data Analysis: Feedback Response Strategy -- Feedback Response Strategy Design and Implementation -- Impact of Social Media in CKV -- Encouraging and Maximizing CKV -- Applying CKV in Business -- Interrelationships -- Linking CKV and CLV -- Linking CKV and CBV -- Linking CKV and CIV -- Linking CKV and CRV -- Linking CKV and BRV -- Notes and References. 10 Engaging with Customers in a Multi-dimensional World -- Managing the CEV Framework -- Customer Brand Value -- Customer Lifetime Value -- Customer Referral Value/Business Reference Value -- Customer Influence Value -- Customer Knowledge Value -- A Note on Managing the Framework -- Organizational Challenges -- Loyalty -- Customer Feedback -- Data Availability -- Data Management -- Data Integrity -- Data Accessibility -- Data Security -- Disaster Recovery -- Change Management -- Recent Developments in Valuing Customer Engagement -- On the Theory Behind Customer Engagement -- On Customer Engagement in a Service Setting -- On Customer Engagement in a Global Context -- On Establishing Employee Engagement -- Conclusion -- Notes and References -- Index. |
| Record Nr. | UNINA-9910838277103321 |
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Kumar V
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| Cham : , : Palgrave Macmillan, , 2024 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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