The Implementation of New Technologies in Customer Value Management—A Sustainable Development Perspective

The constant development of information and communication technologies (ICT) has led to numerous social and economic changes. In this article, we aimed to identify the framework of use of new technologies in the process of customer value management from the perspective of sustainable development in the context of the concept of the engaged customer. The research objective involves an empirical verification of the forms of customer engagement from the point of view of the utilisation of ICT. To discover and explore the patterns that follow, research based on quantitative methods was carried out. The study was conducted with a sample of 1134 individual respondents from Poland, which is one of the biggest and fastest growing e-market in Europe. The findings prove that in the process of customer value management, informal communication, both offline and online plays a critical role. From the perspective of business practice, a company should stimulate customer engagement by making use of the online environment, thus gaining greater control over the entire process of co-creation of value for both customers and itself. Taking advantage of ICT in the process of customer value management is highly relevant and much desired during the time of the Coronavirus Disease 2019 (COVID-19) pandemic.

Conceptual Framework of Customer Value Management (CVM) in Indian Banking Sector

With the financial development of any country in rapid growth manner, the function of the banking sector is gaining importance. In an agitated bidding markets, all the commercial banks in India were confronted towards the challenging tasks in favor of holding on to the prevailing customers as well as fascinating novel customers. There exist struggle in describing customer value owing to its complexity, moreover it is necessary for the long term profitability as well as productivity. Thus, Bankers must make maximizing the value of customer, an unambiguous and assessed business goal. Many businesses have capitalized in huge customer databases to monitor, understand, and impact customer behavior. The subsequent information is cast-off to obtain and recall customers as well as to bring out the behavior of customer with the marketing approaches like the value of all present and upcoming customers are enhanced. A conceptual foundation is a tool which can aid the managers in manipulating the distribution approaches in a value-based field. The representation can guide executive thinking in framing the value of customer in a system of banking. This paper conceptualizes the value of customer in a dissemination system as the interactions among customer service, costs, acquisition factors, and customer feedback.

The Relation between Sustainable Development Trends and Customer Value Management

The sustainable development movement is an essential trend that can resist the excessive consumption and over-exploitation of resources. There have been considerable changes in the perception of the term “sustainable development” over the last 30 years. Difficulties in implementing the principles of rational use of natural resources have resulted from a general conflict between the objectives of economic development and the increasing dynamics of industrial production, the quality of the environment and the objectives of environmental protection. This research goal was to describe ways of linking sustainable development trends and the customer value management process. Research also aimed to indicate what this relationship drives. In order to process the collected individual in-depth interview (IDI) material, the author applied a qualitative analysis. As a result of the exploratory research, it was found that there is no complete agreement on who is responsible for implementing the sustainable development assumptions: producers or customers. However, the process of linking sustainable development trends and customer value management can be pointed out. According to this study, as those who make purchasing decisions, customers are the axis of this relationship. On the basis of the results of this research, as long as customers buy particular products, they will be offered by producers.

The Impact of Customer Value Management on Potential Profits - A Proposed Management Accounting Framework

Purpose- The purpose of this study is to propose a customer value management framework to improve the potential profits using the Management accounting techniques.Design/methodology/approach- Based on the literature, this study identifies and adapts the most appropriate management accounting techniques to manage the customer value and hence improve potential profits. It also tests the perceptions of managers and management accountants of the Egyptian service sector concerning the relative merits of such a framework.Findings- The most significant finding is that the current study accepted the revised model because it provided better fit indices compared with the fit indices of the hypothesized model. A key finding in the current study that has not been investigated in previous studies is that the customer value analysis has a positive and significant impact on companies’ profitability. The study also found that there is an indirect relationship between customer profitability analysis and companies’ profitability. Other factors in the proposed framework have significant positive relationships.Originality/value- This paper contributes to management accounting literature by proposing a framework for managing customer value for the potential profits improvement purpose, using customer profitability analysis; customer value analysis; and value add-costing techniques together with the proposed sequences. It is also a practical contribution to improving the potential profits of the Egyptian service sector.