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Conceptual Model of Internet-Based Customer Value Management

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Internet-Based Customer Value Management

Part of the book series: Management for Professionals ((MANAGPROF))

Abstract

The main purpose of this chapter is to present the conceptual model of Internet-based customer value management. The first stage of the model is defining value to customer. Customer target groups and particular value propositions are chosen then. The subsequent stage of creating value for customers relies on providing the company with resources, capabilities and other organisational solutions. The stage of communicating value to the customers aims at attracting the customers and building their trust in the company. The phase of delivering value to the customers is a cyclical process, comprised of customer portfolio segmentation, value exchange, increasing customers’ involvement and customer loyalty building. The last phase, value generation for the company is about assuring a long-term acquisition of values from the customers, on the basis of which the company creates value for other stakeholders.

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Notes

  1. 1.

    The problems related to customer need identification and offer positioning have been broadly discussed in the subject literature. In this paper they will be only signalised, since the main focus of the paper is on the use of the Internet.

  2. 2.

    Cf. Dynamic capabilities related with the company’s ability to acquire or update resources and capabilities (Teece, Pisano, & Shuen, 1998).

  3. 3.

    The idea of customer risk was developed in Chap. 2.

  4. 4.

    The study on web revisitation patterns based on the researches conducted by Microsoft was presented in Adar, Teevan, and Dumais (2008).

  5. 5.

    In order to simplify the description, the influence of customers’ behaviour on the quality of search results will not be discussed.

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Authors and Affiliations

  1. Warsaw School of Economics, Warsaw, Poland

    Tymoteusz Doligalski

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  1. Tymoteusz Doligalski
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© 2015 Springer International Publishing Switzerland

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Doligalski, T. (2015). Conceptual Model of Internet-Based Customer Value Management. In: Internet-Based Customer Value Management. Management for Professionals. Springer, Cham. https://doi.org/10.1007/978-3-319-09855-5_3

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