Abstracts
This chapter provides a holistic view from customer profitability to customer value creation. In particular, it discusses a fuller range of measures of these two dimensions and their use to monitor corporate performance. Customer profit and customer value are two interrelated concepts, but there exists priority conflict. Traditional customer profitability is an accounting concept, with less contextual meaning in financial value. A complete view from customer profit to customer value creation permits management to manage the firm from these two dimensions and strike the balance between short-term to long-term goals. Furthermore, this chapter discusses in a great length the concept of customer lifetime value and the application of this concept to evaluate customer value contribution. The customer lifetime value concept is particularly relevant in today’s e-business valuation. Their use and implications are discussed.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Notes
- 1.
For simplicity, I prefer a broader definition of cost of capital to the traditional weighted average cost of capital (WACC).
- 2.
See Gupta and Lehmann (2003). Customers as Assets. Journal of Interactive Marketing. Vol.17, 1, pp. 9–24.
- 3.
Gupta et al. (2004). JMR, Feb. Vol.41.
- 4.
Extracted from Los Angeles Time, 24th of July, 2000.
References
Ekinci, Y., Uray, N., & Ulengin, F. (2014). A customer lifetime value model for the banking industry: A guide to marketing actions. European Journal of Marketing., 48(3/4), 761–784.
Gupta, S., & Lehmann, D. R. (2003). Customers as assets. Journal of Interactive Marketing, 17(1), 9–24.
Gupta, S., & Zeithaml, V. (2006). Customer metrics and their impact on financial performance. Marketing Science, 25(6), 718–739.
Gupta, S., Lemann, D. R., & Stuart, J. A. (2004). Valuing customers. Journal of Marketing Research, 41(1), 7–18.
Gupta, S., Hanssens, D., Hardie, B., Kahn, W., Kumar, V., Lin, N., Ravishanker, N., & Sriram, S. (2006). Modeling customer lifetime value. Journal of Service Research, 9(2), 139.
Ryals, L. (2005, October). Making customer relationship management work: The measurement and profitable management of customer relationships. Journal of Marketing, 69(4), 252–261.
Author information
Authors and Affiliations
Rights and permissions
Copyright information
© 2018 Springer Nature Singapore Pte Ltd.
About this chapter
Cite this chapter
Li, W.S. (2018). From Customer Profit to Customer Value. In: Strategic Management Accounting. Management for Professionals. Springer, Singapore. https://doi.org/10.1007/978-981-10-5729-8_5
Download citation
DOI: https://doi.org/10.1007/978-981-10-5729-8_5
Published:
Publisher Name: Springer, Singapore
Print ISBN: 978-981-10-5728-1
Online ISBN: 978-981-10-5729-8
eBook Packages: Business and ManagementBusiness and Management (R0)