Abstract
Both ‘customer management’ and ‘customer value’ are phrases in common use in the consumer credit industry, yet their scope and potential are not always fully understood nor exploited. This paper aims to explain these concepts and show how they can become good commercial practice by using customer value as the core decision-making tool throughout the whole credit life cycle. Consistent decision making is fundamental to maintaining and enhancing customer relationships, and an integrated methodology for achieving this is essential.
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