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EnglishThis paper focuses on customer value analysis and measurement, framing customer value management as one of the main antecedents of the company value-creation process. The paper builds on three main pillars. First, the paper highlights the critical role of customer value in business-to-business markets, focusing on the links between the company’s ability to manage customer value creation processes and the positive financial and economic outcomes generated by loyalty effects. Secondly, the paper develops key analytical stages for an understanding of customer value. The focus is on the customer value-chain concept, including consideration of the customer information and acquisition process and its decision rules. Third, the paper illustrates the measurement process, offering an organizational framework for selecting the most suitable methodology for measuring perceived customer value. The methodological alternatives range from desk measures (e.g., technical computation of the TCO (total cost of ownership)) to field analysis, like those considered under both compositional and the decomposition approaches (e.g., conjoint analysis). The paper concludes with remarks on the managerial implications of these measures, as well as offering suggestions for further research on value for the customer.
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| Titolo: | Customer Value Metrics | |
| Data di pubblicazione: | 2008 | |
| Autori: | ||
| Autori: | Busacca, BRUNO GIUSEPPE; Ancarani, FABIO GUIDO; Costabile, Michele | |
| Titolo del libro: | Creating and managing superior customer value | |
| Tutti i curatori: | Woodside A., Golfetto F., Gibbert M. | |
| ISBN: | 9781848551725 | |
| Abstract: | This paper focuses on customer value analysis and measurement, framing customer value management as one of the main antecedents of the company value-creation process. The paper builds on three main pillars. First, the paper highlights the critical role of customer value in business-to-business markets, focusing on the links between the company’s ability to manage customer value creation processes and the positive financial and economic outcomes generated by loyalty effects. Secondly, the paper develops key analytical stages for an understanding of customer value. The focus is on the customer value-chain concept, including consideration of the customer information and acquisition process and its decision rules. Third, the paper illustrates the measurement process, offering an organizational framework for selecting the most suitable methodology for measuring perceived customer value. The methodological alternatives range from desk measures (e.g., technical computation of the TCO (total cost of ownership)) to field analysis, like those considered under both compositional and the decomposition approaches (e.g., conjoint analysis). The paper concludes with remarks on the managerial implications of these measures, as well as offering suggestions for further research on value for the customer. | |
| Digital Object Identifier (DOI): | http://dx.doi.org/10.1016/S1069-0964(08)14005-4 | |
| Appare nelle tipologie: | 20 - Contributions to volume, chapters or articles / Contributo in volume, capitolo o saggio scientifico |
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