Volume 20, Number 1 and 1-2 (IJIEPR 2009)                   IJIEPR 2009, 20(1 and 1-2): 21-30 | Back to browse issues page


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Aghaie A. Measuring and Predicting Customer Lifetime Value in Customer Loyalty Analysis: A Knowledge Management Perspective (A Case Study on an e-Retailer). IJIEPR. 2009; 20 (1 and 1-2) :21-30
URL: http://ijiepr.iust.ac.ir/article-1-51-en.html

, AAghaie@kntu.ac.ir
Abstract:   (6474 Views)
Modern business organizations have appreciated the significance of having competitive advantage through the delivery of continuous improvement towards the customers, and being knowledge-oriented. Indisputably, Knowledge Management (KM) plays a key role in the success of Customer Relationship Management (CRM). In this regard, Customer Knowledge Management (CKM) is a newly developed concept that deals with knowledge from customers rather than knowledge about customers. However, little research has been done on the application of CKM in e-business. In this paper, after an overview of the literature, an application of CKM in Customer Lifetime Value (CLV) measurement is studied in an e-retailer case where Corporate Image and Reputation are taken into consideration.
Full-Text [PDF 540 kb]   (4312 Downloads)    
Type of Study: Research | Subject: Other Related Subject
Received: 2009/11/29

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