Customer-oriented control tools: a systemic analysis

Author/s Marco Gatti
Publishing Year 2011 Issue 2011/1 Language Italian
Pages 26 P. 99-124 File size 595 KB
DOI 10.3280/MACO2011-001005
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In recent times control tools have seen a significant renewal. The development of new tools aimed at controlling some critical aspects of customer relations has attracted scholars’ attention; this has led to a focus on the distinctive features and use of these control tools. The purpose of this article is, in general terms, to illustrate how the multidimensional information produced by the tools analyzed may be used in an integrated manner within the control system and, in particular, to highlight the ways in which it can be employed to support the calculation of customer lifetime value.

Keywords: Customer-oriented control, customer lifetime value, integration of multidimensional information

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Marco Gatti, Gli strumenti di controllo orientati al cliente: un’analisi sistemica in "MANAGEMENT CONTROL" 1/2011, pp 99-124, DOI: 10.3280/MACO2011-001005