Document Type : Original Research Paper

Authors

• S. Ardavani ¹
• R. Baradaran Kazem Zadeh ¹
• B. Teimourpour ¹
• N. Abdolvand ²

¹ Department of Industrial Engineering, Tarbiat Modares University, Tehran, Iran

² Department of Industrial Engineering, Al-Zahra University, Tehran, Iran

Abstract

All efforts of an organization are focused on reaching a larger share of customers and ultimately creating value for valuable customers. In this research, a model for measuring and calculating the lifetime value of customers in the insurance industry is introduced. For this purpose, representatives of an insurance company from 1387-1390 have been selected and the basis of model analysis and implementation. After calculating the CLV of the agents, they were segmented based on the criteria affecting the CLV, which includes risk factors and demographic information, based on which the agents were divided into three clusters. Among the three clusters obtained in this research, it was determined that the first cluster is the most valuable It is a cluster and it is of great importance for the company. The second and third clusters consist of representatives who have enough experience and can be called loyal representatives.

Keywords

• Customer Lifetime Value (CLV)
• Customer Relationship Management (CRM)
• Customer Risk Management
• Customer Knowledge Management
• Customer Segmentation