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Increasing Customer Lifetime Value through Internet tactics Model - Dillerop & Versteeg 2009
Mark Dilleropon 13 July 2011
Transcript of Increasing Customer Lifetime Value through Internet tactics Model - Dillerop & Versteeg 2009
This behavior is triggered by Attitude Let me explain the 3 main building blocks of this model After Sales Sales Marketing Tactics In order to trigger the right attitude at the customer the company is communicating and influencing the attitude via marketing, sales and after-sales tactics Input
Parameters Tactics Marketing Behavior Attitude Sales After Sales Social environmental norm Central Information Processing Periphiral Cognintion Value Affect Operant Conditioning Retention Frequency Margin Customer Lifetime Value Growth Copyright 2009 - Dillerop, Versteeg Feedback loop 5 parameters
influence attitude formation Periphiral Cognintion Value Affect Operant Conditioning Social environmental norm Central Information Processing So the right portfolio of Marketing, Sales and After Sales tactics need to be to picked to influence these 5 parameters positively And that brings us to the model Volantairy behavior triggered with a stimulus Volantairy behavior triggered with a stimulus