Customer Digital Engagement and Lifetime Value: An Empirical Study of Telecom Services in India

2021 ◽  
pp. 231971452110650
Author(s):  
Hitesh Sood ◽  
Rajendra Prasad Sharma
Keyword(s):  
Digital Media ◽  
Customer Engagement ◽  
Customer Lifetime ◽  
Rural And Urban ◽  
Lifetime Value ◽  
Managerial Implications ◽  
Kolmogorov Smirnov ◽  
Digital Engagement ◽  
The Relationship ◽  
Smirnov Test

Digitalization has posed severe challenges to traditional businesses. Traditional firms are still not sure of the benefits of digitally engaging their customers. In contrast, the new-age firms have successfully leveraged digital media. This article examines the relationship between digital adoption by customers and customer lifetime value (CLV). This study analysed the mobile recharges by 13 million rural and urban prepaid telecom customers over 60 million transactions from January 2019 to June 2019 in the Indian telecom industry. The computed predictive CLV has been computed and compared across various customer segments (digitally engaged, partially digitally engaged and digitally unengaged customers). The studied data were statistically validated using the Kruskal–Wallis test. The data proved to be non-normally distributed as per the Kolmogorov–Smirnov test. The results supported that digital adoption helps increase customer engagement, loyalty and CLV. The study presents several managerial implications, such as digitally engaged customers being a surrogate for high value and more profitable customers. Also, digitally engaged customers are relatively more loyal, contributing higher CLV than digitally unengaged customers.

Customer Lifetime Value

2019 ◽  
pp. 32-43
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Optimal Strategies ◽  
Customer Lifetime Value ◽  
Customer Relationships ◽  
Customer Engagement ◽  
Global Marketing ◽  
Marketing Performance ◽  
Customer Lifetime ◽  
Lifetime Value ◽  
Strategic Goals ◽  
The Relationship

This chapter indicates the prospect of customer lifetime value (CLV) and the importance of CLV in global marketing. CLV is the total of the financial profit, calculated from the existing period to the future. CLV develops the optimal strategies for customer engagement, promotes the understanding of potential value of a customer, and enables the workforce to effectively improve customer relationships. CLV can be a crucial perspective for costs to be associated with the promotions and communications to attract the new customers and retain the existing customers. CLV can help individuals estimate a customer's monetary worth to a business after factoring in the value of the relationship with a customer over time. The chapter argues that promoting CLV has the potential to enhance marketing performance and reach strategic goals in global marketing.

Customer Lifetime Value

2018 ◽  
pp. 1584-1593 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Optimal Strategies ◽  
Customer Lifetime Value ◽  
Customer Relationships ◽  
Customer Engagement ◽  
Global Marketing ◽  
Marketing Performance ◽  
Customer Lifetime ◽  
Lifetime Value ◽  
Strategic Goals ◽  
The Relationship

This article indicates the prospect of Customer Lifetime Value (CLV) and the importance of CLV in global marketing. CLV is the total of the financial profit, calculated from the existing period to the future. CLV develops the optimal strategies for customer engagement, promotes the understanding of potential value of a customer, and enables the workforce to effectively improve customer relationships. CLV can be a crucial perspective for costs to be associated with the promotions and communications to attract the new customers and retain the existing customers. CLV can help individuals estimate a customer's monetary worth to a business after factoring in the value of the relationship with a customer over time. The article argues that promoting CLV has the potential to enhance marketing performance and reach strategic goals in global marketing.

The Role of Marketer-Generated Content in Customer Engagement Marketing

2019 ◽  
Vol 83 (6) ◽  
pp. 21-42 ◽  
Author(s):  
Matthijs Meire ◽  
Kelly Hewett ◽  
Michel Ballings ◽  
V. Kumar ◽  
Dirk Van den Poel
Keyword(s):  
Social Media ◽  
Customer Lifetime Value ◽  
Emotional Content ◽  
Purchase Behavior ◽  
Customer Engagement ◽  
Online Content ◽  
Customer Lifetime ◽  
Lifetime Value ◽  
Digital Engagement

Despite the demonstrated importance of customer sentiment in social media for outcomes such as purchase behavior and of firms’ increasing use of customer engagement initiatives, surprisingly few studies have investigated firms’ ability to influence the sentiment of customers’ digital engagement. Many firms track buyers’ offline interactions, design online content to coincide with customers’ experiences, and face varied performance during events, enabling the modification of marketer-generated content to correspond to the event outcomes. This study examines the role of firms’ social media engagement initiatives surrounding customers’ experiential interaction events in influencing the sentiment of customers’ digital engagement. Results indicate that marketers can influence the sentiment of customers’ digital engagement beyond their performance during customers’ interactions, and for unfavorable event outcomes, informational marketer-generated content, more so than emotional content, can enhance customer sentiment. This study also highlights sentiment’s role as a leading indicator for customer lifetime value.

scholarly journals MARKETING PERFORMANCE MEASUREMENT: MARKETING METRICS IN TURKISH FIRMS

2013 ◽  
Vol 14 (Supplement_1) ◽  
pp. S413-S432 ◽  
Author(s):  
Gungor Hacioglu ◽  
Osman Gök
Keyword(s):  
Firm Performance ◽  
Economic Value ◽  
Value Added ◽  
Future Research ◽  
Marketing Metrics ◽  
Marketing Performance ◽  
Customer Lifetime ◽  
Sectoral Differences ◽  
Managerial Implications ◽  
The Relationship

This study explores which metrics are considered important in measuring marketing performance in Turkish firms. In addition, the study examines the effects of sectoral differences and market dynamism, and the relationship between the importance attached to metrics and firm performance. The data collected from a sample of 145 Turkish firms via a structured questionnaire derived from the literature reveals that the most importance is attached to consumers’ attitudes metrics. Economic value added and customer lifetime value are the least important metrics in performance evaluation. No significant relationship occurs between the importance that executives attach to metrics and firm performance. Managerial implications and future research opportunities will be presented at the end. The study is, as far as is known, the first attempt at aiming to explore marketing metrics in Turkey, and one of a limited number of studies in emerging economies.

The relationship between age and athletes' view of the phenomenon of doping

2021 ◽  
Vol 3 (2) ◽  
pp. 45-48
Author(s):  
Mohammad Saeed Kiani ◽  
◽  
Keivan Shabani Moghaddam ◽  
Keyword(s):  
T Test ◽  
Statistical Population ◽  
The Face ◽  
Kolmogorov Smirnov ◽  
Spss Software ◽  
Science Classes ◽  
New Generation ◽  
The Relationship ◽  
Cluster Random Sampling ◽  
Smirnov Test

The purpose of this study was to investigate the relationship between age and athletes' attitude to doping. A 40- question researcher-made questionnaire was used to collect the data. The face and content validity of the questionnaire was confirmed by a survey of professors related to the research subject and its reliability was reported to be 0.79 using Cronbach's alpha. The statistical population of the study consisted of all athletes in Kermanshah province that to the large number of samples, cluster random sampling method was used. Finally, 700 questionnaires were returned, out of which 431 were used. Data were analyzed using SPSS software. Descriptive statistics (mean, standard deviation, percentage, tables, graphs, etc.) for analysis of data as well as inferential statistics (one-sample t-test, independent t-test and analysis of variance) and Kolmogorov-Smirnov test was used to determine the normality of the data distribution. The results showed that there is a difference between the new generation of athletes and the older generation in terms of doping. Therefore, the athlete should consult with experienced people (those who use these substances) and a physician, and be aware of the side effects of these supplements by attending training and science classes. Avoid using them whenever possible.

A conceptual framework to explain the relationship among electronic customer relationship management and electronic customer lifetime value: investigation the antecedents and presentation a structural model

2018 ◽  
Vol 4 (10) ◽  
pp. 185-193
Author(s):  
Mohammad Safari
Keyword(s):  
Conceptual Framework ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Business Environment ◽  
Customer Lifetime Value ◽  
Customer Relationship ◽  
Electronic Business ◽  
Customer Lifetime ◽  
Lifetime Value ◽  
The Relationship

This study investigates the relationship between electronic customer relationship management (CRM) and electronic customer lifetime value and their analysis in the electronic business environment in the form of a conceptual framework. CRM is a tool that different industries, especially in competitive conditions, use to maintain customers and increase their satisfaction. An important concept that arises as customer lifetime value that specifies the expected amount of value that the client in a given period of time creates is undoubtedly related to the benefits that accrue to the organisation. The global nature of business as well as the development of information and communication technology is forcing organisations to take advantage of emerging technologies to maintain their competitiveness. The use of e-business is a prominent example. The results of this study could help both researchers and executives of organisations and businesses with the subject of research, and provide good insights for them. Keywords: Electronic business (e-Business), electronic customer relationship management (e-CRM), electronic customer lifetime value (e-CLV), relationship marketing;

scholarly journals The Relationship between Students’ Perceptions of Interpersonal Teacher Behaviour with Students’ Biology Outcomes

Biosfer ◽  
2018 ◽  
Vol 8 (2) ◽  
pp. 14-19
Author(s):  
Debora Evania Purba ◽  
Supriyatin Supriyatin ◽  
Diana Vivanti Sigit
Keyword(s):  
Simple Random Sampling ◽  
Teacher Behaviour ◽  
Questionnaire On Teacher Interaction ◽  
Normality Test ◽  
Bartlett’S Test ◽  
Kolmogorov Smirnov ◽  
Interpersonal Teacher Behaviour ◽  
Correlational Method ◽  
The Relationship ◽  
Smirnov Test

Interpersonal teacher behaviour is behaviors that specifically relate to how teachers interact with their students on a personal. The purpose of this study was to determine the relationship between students’ perceptions of interpersonal teacher behaviour with students’ biology outcomes. The research was conducted in January-June 2015 at the 13 Jakarta Senior High School. The method used was descriptive correlational method. The data of students’ perceptions of interpersonal teacher behaviour is colected with the Questionnaire on Teacher Interaction (QTI). Sampling was done by using Simple Random Sampling. The sample consisted of 85 students. The data tested by normality test using the Kolmogorov-Smirnov test (α = 0.05) and test homogeneity using Bartlett’s test at α = 0.05. The result showed that the data was normally distributed and homogen. The regression model is Ŷ = -85.53 + 0.96X. The correlation coefficient obtained was 0.76, which means there is a positive relationship between Students’ Perceptions of Interpersonal Teacher Behaviour with Students’ Biology Outcomes. In brief, teachers interpersonal has to be improved for getting great students learning outcome.

scholarly journals Firm Characteristics, Corporate Governance and Tax Avoidance:Study on Mining Companies in Indonesia

2021 ◽  
Vol 04 (11) ◽  
Author(s):  
Sri Suranta ◽  
Keyword(s):  
Corporate Governance ◽  
Tax Avoidance ◽  
Secondary Data ◽  
Annual Reports ◽  
Firm Characteristics ◽  
Mining Company ◽  
Mining Companies ◽  
Kolmogorov Smirnov ◽  
The Relationship ◽  
Smirnov Test

This research was conducted with the aim of: (1) to determine whether firm characteristics and corporate governance affect tax avoidance in mining companies in Indonesia, and (2) to determine whether corporate governance moderates the relationship between firm characteristics and tax avoidance. The research sample is all mining companieslisted on the IDX forthe period 2015 to 2018, totally 156 observations. From 156 observations, 84 observations can be analyzed. This research data is secondary data in the form of mining company Annual Reports obtained from the official website of the IDX, namely www.idx.co.id and the official websites of the respective companies. Data analysis to test data normality used the Kolmogorov Smirnov test. Hypothesis testing uses moderated regression analysis (MRA) with SPSS. The result of the analysis shows that firm characteristics consisting of leverage and ROE have an effect on tax avoidance, while company size has no effect on tax avoidance. Another result is that CG as measured by the proportion of independent commissioners does not moderate the relationship between firm characteristics and tax avoidance.

Delta model application for developing customer lifetime value

2019 ◽  
Vol 37 (3) ◽  
pp. 298-309 ◽  
Author(s):  
Bahman Hajipour ◽  
Molud Esfahani
Keyword(s):  
Customer Lifetime Value ◽  
Clustering Methods ◽  
Content Type ◽  
Customer Lifetime ◽  
Rfm Model ◽  
Lifetime Value ◽  
Two Stages ◽  
Lock In ◽  
The Relationship ◽  
Delta Model

Purpose The purpose of this paper is to evaluate the relationship between strategy and customer lifetime value (CLV). A new model was proposed for defining customers’ values based on the RFM model and segmenting bank customers using the K-means algorithm. In addition, the authors combined a new category with the delta model in order to analyze the behavior of each cluster. Design/methodology/approach This case study was based on an applied method following its objectives and a descriptive-analytic method in terms of data collection. In this research, the AHP, data mining and K-means clustering methods, as well as the discriminant analysis were applied for computing the weights of the indices, examining the relationship between the identified variables, clustering the records and ensuring the clustering accuracy based on the RFM model, respectively. Findings The paper confirmed the relationship between the strategies and CLV. For a cluster whose strategy was the best product, customers had a minimal CLV. For a cluster whose strategy was based on total customer solutions, customers had a median CLV. For a cluster whose strategy was a lock-in system, customers had a maximal CLV. The results suggested that the delta model with these three strategies could act as the CLV developers in two stages: conversion of transient customers to attached customers and conversion of attached customers to locked-in customers. Research limitations/implications One of the limitations of this study was the lack of access to all the bank accounts and assessment of only the strategy type, while highlighting the exact association between every component of the strategies (e.g. structure, environment, etc.) and CLV as a dependent variable deemed to be of a great necessity. Hence, it is recommended that several studies on the relationships presented in this paper be performed to provide further insights into and guidelines on this issue in the future. Practical implications This study emphasized the relevance of strategy and CLV. Managers should differently treat customers in distinct CLV and loyalty levels. In other words, managers must segment their customers based on CLV and apply appropriate strategies for each segment. Originality/value This research tried to fulfill an identified need to study how strategy can be effect CLV through the application of the delta model with three strategic options.

scholarly journals Indoor PM1, PM2.5, PM10 and Outdoor PM2.5 Concentrations in Primary Schools in Sari, Iran

2013 ◽  
Vol 64 (3) ◽  
pp. 371-377 ◽  
Author(s):  
Mahmoud Mohammadyan ◽  
Bijan Shabankhani
Keyword(s):  
Normal Distribution ◽  
Real Time ◽  
Primary Schools ◽  
Fine Particle ◽  
Gravimetric Method ◽  
Kolmogorov Smirnov ◽  
The Relationship ◽  
The City ◽  
Indoor And Outdoor ◽  
Smirnov Test

Abstract This study was carried out to determine the distribution of particles in classrooms in primary schools located in the centre of the city of Sari, Iran and identify the relationship between indoor classroom particle levels and outdoor PM2.5 concentrations. Outdoor PM2.5 and indoor PM1, PM2.5, and PM10 were monitored using a real-time Micro Dust Pro monitor and a GRIMM monitor, respectively. Both monitors were calibrated by gravimetric method using filters. The Kolmogorov-Smirnov test showed that all indoor and outdoor data fitted normal distribution. Mean indoor PM1, PM2.5, PM10 and outdoor PM2.5 concentrations for all of the classrooms were 17.6 μg m-3, 46.6 μg m-3, 400.9 μg m-3, and 36.9 μg m-3, respectively. The highest levels of indoor and outdoor PM2.5 concentrations were measured at the Shahed Boys School (69.1 μg m-3 and 115.8 μg m-3, respectively). The Kazemi school had the lowest levels of indoor and outdoor PM2.5 (29.1 μg m-3 and 15.5 μg m-3, respectively). In schools located near both main and small roads, the association between indoor fine particle (PM2.5 and PM1) and outdoor PM2.5 levels was stronger than that between indoor PM10 and outdoor PM2.5 levels. Mean indoor PM2.5 and PM10 and outdoor PM2.5 were higher than the standards for PM2.5 and PM10, and there was a good correlation between indoor and outdoor fine particle concentrations.

Sign in / Sign up

Export Citation Format

Share Document