Estimating Customer Potential Value using panel data of a Spanish bank
DOI: https://doi.org/10.3846/16111699.2014.970571Abstract
The main goal of this paper is the calculation of a multi-product model of Customer Potential Value using the Probit method. The results of this first analysis are used to perform an ex-post segmentation of customers, whose output can be employed to improve Customer Relationship Management strategies of the companies. Our research contributes to the consumer behaviour literature insofar as, according to our knowledge, no previous work has examined collectively the proposed drivers of Customer Potential Value in a multi-services retailer. To achieve these objectives, we use a panel data of a Spanish bank. The results allow us to confirm the influence of a set of behavioural variables on the ownership of different banking products and identify those customers whose value is higher and lower through the calculation of Customer Potential Value.
Keywords:
customer potential value, customer relationship management, customer value management, product ownership, Probit model, ex-post segmentationHow to Cite
Share
License
Copyright (c) 2016 The Author(s). Published by Vilnius Gediminas Technical University.
This work is licensed under a Creative Commons Attribution 4.0 International License.
View article in other formats
Published
Issue
Section
Copyright
Copyright (c) 2016 The Author(s). Published by Vilnius Gediminas Technical University.
License
This work is licensed under a Creative Commons Attribution 4.0 International License.