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Gli strumenti di controllo orientati al cliente: un?analisi sistemica

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  • Marco Gatti

Abstract

In tempi recenti la dimensione statica del controllo ha conosciuto profondi rinnovamenti. L?affermazione di strumenti fortemente orientati al monitoraggio di taluni aspetti critici della relazione con il cliente ha stimolato l?attenzione degli Autori, inducendo ad una focalizzazione sulle peculiarit? distintive degli stessi e sul loro utilizzo. Scopo di questo articolo ?, in termini generali, di analizzare le modalit? con cui le informazioni multidimensionali prodotte dagli strumenti indagati possono essere impiegate in maniera integrata all?interno del sistema di controllo e, in termini particolari, di porre in luce le modalit? con cui esse possono contribuire al calcolo del customer lifetime value.

Suggested Citation

  • Marco Gatti, 2011. "Gli strumenti di controllo orientati al cliente: un?analisi sistemica," MANAGEMENT CONTROL, FrancoAngeli Editore, vol. 2011(1), pages 99-124.
    • Handle: RePEc:fan:macoma:v:html10.3280/maco2011-001005
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    Cited by:

    1. Barbara Iannone & Carlo Piretti, 2021. "L?approccio integrato al controllo aziendale in un periodo di crisi "eccezionale". Il caso del Gruppo Farnese," MANAGEMENT CONTROL, FrancoAngeli Editore, vol. 2021(1), pages 81-104.
    2. Selena Aureli & Claudio Travaglini, 2017. "Controllo della performance nelle aziende dei servizi: contributi e tendenze," MANAGEMENT CONTROL, FrancoAngeli Editore, vol. 2017(2), pages 5-12.

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