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Characteristics of the Concept of Customer Value Management

In: Internet-Based Customer Value Management

Author

Listed:
  • Tymoteusz Doligalski

    (Warsaw School of Economics)

Abstract

The chapter aims at characterising the concept of customer value management and presenting chosen models and concepts which help to better understand this approach. The focus will be on characteristics of customer value management, such as perceiving customer relationship as a value exchange, customer orientation, customer lifetime value measurement and customer knowledge management, portfolio approach towards customer relationship, focus on customer-oriented processes, connection of customer relationship-associated actions with company’s value, and acknowledging of the customer role in the company’s business model. In the following considerations it will be stressed how the Internet influences particular dimensions of customer value management within traditional companies and what form it takes within online companies. Afterwards, a comparison between customer value management and mass marketing, and between customer value management in traditional service companies and online companies will be presented.

Suggested Citation

  • Tymoteusz Doligalski, 2015. "Characteristics of the Concept of Customer Value Management," Management for Professionals, in: Internet-Based Customer Value Management, edition 127, chapter 1, pages 1-24, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-319-09855-5_1
    DOI: 10.1007/978-3-319-09855-5_1
    as

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