Indian Journal of Science and Technology

Abstract

Background/Objectives: This research is conducted in order to determine the customer lifetime value based on the benefit clustering in insurance industry. Methods/Statistical analysis: When calculating the customer lifetime value, the inputs are as follows: Learning costs, customer loss rate, discount rate, the cost of maintenance, periodic income, period of time, the difference in the profit and loss (profit margin).Customers of the insurance company have been studied over a period of 4 years. Data for this study were obtained from the database Findings: According to the indicators mentioned above, and customer lifetime value formula by Safari Kahreh presented in 2014, the customer lifetime value was calculated for customers of 10 types of insurance. Then, based on the customer lifetime value calculations, the value of each segment of customers was measured, and the percentage of customer lifetime value (profit) was also measured for 10 different types of insurance. Customers were sorted in descending order based on profit rates, and were classified in four gold, silver, lead and bronze categories. Conclusion/Improvements: Finally, some proposals were presented to the company to improve customer relationship management system.

Keywords: Benefit Segmentation, Customer Lifetime Value, Customer Relationship Management, Insurance Sector