Life Time Value - Customer Retention Marketing

Customer Retention Marketing 11 th lecture MARCOMM Judhie Setiawan, M.Si Analisis Life Time Value (LTV) / Customer Lifetime Value (CLV)

Latar Belakang (1) ,[object Object],[object Object],Judhie Setiawan, M.Si - 2010

Latar Belakang (2) ,[object Object],[object Object],Judhie Setiawan, M.Si - 2010

Perkembangan Paradigma Customer-Centric (1) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Judhie Setiawan, M.Si - 2010

Perkembangan Paradigma Customer-Centric (2) ,[object Object],[object Object],[object Object],Judhie Setiawan, M.Si - 2010

Komponen Customer Asset Metric (Bell et al., 2002: 80-1) ,[object Object],[object Object],Judhie Setiawan, M.Si - 2010

Definisi Ekuitas Pelanggan ( Customer Equity ) ,[object Object],[object Object],Judhie Setiawan, M.Si - 2010

Definisi Customer Lifetime Value (CLV) ,[object Object],[object Object],Judhie Setiawan, M.Si - 2010

Komponen Customer Lifetime Value (Bauer & Hammerschidt., 2005: 331-48) ,[object Object],[object Object],[object Object],Judhie Setiawan, M.Si - 2010

Retention Rate ,[object Object],[object Object],Judhie Setiawan, M.Si - 2010

Revenue ,[object Object],Judhie Setiawan, M.Si - 2010

Costs ,[object Object],Judhie Setiawan, M.Si - 2010

Analisis Pelanggan dengan LTV / CLV ,[object Object],[object Object],[object Object],Judhie Setiawan, M.Si - 2010

Analisis Pelanggan dengan LTV ,[object Object],Judhie Setiawan, M.Si - 2010

Analisis Pelanggan dengan LTV ,[object Object],[object Object],[object Object],Judhie Setiawan, M.Si - 2010

LTV dan CRM ,[object Object],[object Object],[object Object],Judhie Setiawan, M.Si - 2010

Peran LTV dalam CRM ,[object Object],[object Object],Judhie Setiawan, M.Si - 2010

Ilustrasi Judhie Setiawan, M.Si - 2010 Keterangan Tahun 1 Tahun 2 Tahun 3 Tahun 4 Jumlah pelanggan (orang) 18.500 7.500 4.000 3.000 Retention Rate - 41% 53% 75% Life time value (Rp.) 18.000 27.085 35.852 50.481

www.slideshare.net/judhie Judhie Setiawan, M.Si - 2010

Life Time Value - Customer Retention Marketing

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