Customer knowledge valuation model based on customer lifecycle

Abstract

Customers can create value for firms in a variety of ways. Four of them are parts of customer relationship management (CRM), and mentioned as customer engagement value (CEV) components. The first component is customer lifetime value (CLV); the second is customer referral value (CRV); the third component is customer influencer value (CIV); the fourth component is customer knowledge value (CKV). There are a lot of works concerning the particular CEV element estimates, such as CLV, and recently also CIV or CRV. However, it is important to notice that there is no work on how to estimate CKV. Based on the observations above, finding a model to estimate CKV would be relevant and interesting.