Abstract:

The aim of this work is to focus on a pilot study on the methodology for internal use CLV customers to create new scientific knowledge in the field of assessing the costs and benefits of internal customers, ie. Employees and partners in a given market segment. As external customers (markets), as well as internal customers to express their conduct and behavior more or less affection, in the first case and the second case indicate employer. Therefore, the CLV model for internal clients require a qualified forecasting and quantification of a wide spectrum of both hard and soft items and its conversion to a valid pointer. Businesses should know the lifetime value of a customer (Customer Life-Time Value), hereinafter referred to as CLV. Foreign Literature (Kumar, 2008) discusses the different methods and procedures for determining the CLV in various market segments. They are determined hypotheses focused on the use of the CLV in the market segments in order to create parametric models for optimizing their profitability.