Work

A New Model for the Calculation of Customer Life-time Value in Iranian Telecommunication Companies

Year: 2025

Type: article

Abstract: In this paper, we proposed a new model to evaluate a customer's lifetime value, considering non-financial elements such as the customer’s churn probability, cooperation capability, willingness to refer, willingness to recommend, and innovation. We tested our proposed model on customer data from a mobile phone operator to evaluate the effect of each element on the customer's lifetime value. Four hundred and twenty questionnaires were distributed and 400 questionnaires were determined to be suitable for our study. We employed structural equation modeling using Smart-PLS software and we have found that the innovation, customer’s churn, willingness to refer, and cooperation elements have the strongest effect on the customer's lifetime value.

DOI: 10.5281/zenodo.17283896

Authors: Samizadeh, Reza, Koosha, Hamidreza, Namdar Zangeneh, Soudabeh, Vatankhah, Sahar

Institutions: Alzahra University, Ferdowsi University of Mashhad

Language: English

Topic: Customer churn and segmentation

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W652211340

FWCI:

Cites: 18

Cited by: 1

Related to: 20