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Customer-oriented control tools: a systemic analysis
Author/s: Marco Gatti 
Year:  2011 Issue: Language: Italian 
Pages:  26 Pg. 99-124 FullText PDF:  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

Marco Gatti, Customer-oriented control tools: a systemic analysis in "MANAGEMENT CONTROL" 1/2011, pp. 99-124, DOI:10.3280/MACO2011-001005


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