{"id":3688,"date":"2017-10-03T21:07:25","date_gmt":"2017-10-03T18:07:25","guid":{"rendered":"http:\/\/www.pilvi.com\/?p=3688\/"},"modified":"2018-12-14T14:36:01","modified_gmt":"2018-12-14T11:36:01","slug":"cltv-clv-customer-lifetime-value-asiakkaan-elinian-aikainen-arvo","status":"publish","type":"post","link":"https:\/\/www.pilvi.com\/fi\/cltv-clv-customer-lifetime-value-asiakkaan-elinian-aikainen-arvo\/","title":{"rendered":"CLTV, CLV, Customer Lifetime Value \u2013 Asiakkaan elini\u00e4n aikainen arvo"},"content":{"rendered":"<p><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-bottom:40px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"--awb-bg-size:cover;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\"><div class=\"fusion-title title fusion-title-1 fusion-sep-none fusion-title-text fusion-title-size-one\" style=\"--awb-margin-top:0em;--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;\"><h1 class=\"fusion-title-heading title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;--fontSize:44;line-height:1.3;\">CLTV, CLV, Customer Lifetime Value<\/h1><\/div><div class=\"fusion-title title fusion-title-2 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-top:0em;--awb-margin-bottom:1.67em;--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;\"><h2 class=\"fusion-title-heading title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;--fontSize:31;line-height:1.3;\">Asiakkaan elini\u00e4n aikainen arvo<\/h2><\/div><div class=\"fusion-text fusion-text-1\"><h3>Asiakkaan elinkaariarvo (CLTV) arvioi koko asiakkuuden aikaisen tuoton<\/h3>\n<p>Seuraavaksi tarkastelemme toista tulevaisuuteen katsovaa lukua, asiakkaan elinkaariarvoa (CLTV, Customer Lifetime Value). Mik\u00e4li talouslukujen syv\u00e4luotaavampi analyysi ei ole l\u00e4hell\u00e4 syd\u00e4nt\u00e4si, voit hyp\u00e4t\u00e4 suoraan seuraavaan kappaleeseen, jossa asiakkaan elinkaariarvo on esitetty yksinkertaistetussa muodossa.<\/p>\n<p>Asiakkaan elinkaariarvo on kaikkien yritykselle tulevien tulevaisuuden voittojen nykyarvo eli asiakkaasta koituvat tulevaisuuden voitot diskontattuna nykyarvoon. Jotta t\u00e4ll\u00e4 hetkell\u00e4 ja tulevaisuudessa saatu raha olisivat vertailukelpoisia kesken\u00e4\u00e4n, on tulevaisuudessa saatavan rahan arvo tuotava, diskontattava, nykyaikaan. Periaatteena on, ett\u00e4 mit\u00e4 kauempana tulevaisuudessa maksu tapahtuu, sit\u00e4 v\u00e4hemm\u00e4n sill\u00e4 on nykyhetkess\u00e4 arvoa.<\/p>\n<p>Diskonttauksessa k\u00e4ytett\u00e4v\u00e4n diskonttauskoron tulee heijastaa rahan aika-arvon lis\u00e4ksi my\u00f6s omaisuuser\u00e4n tai liiketoiminnan tulevaisuuteen liittyvi\u00e4 riskej\u00e4. Se riippuu arvoperustasta, omaisuuser\u00e4n tyypist\u00e4 ja k\u00e4ytetyist\u00e4 kassavirroista. K\u00e4ytett\u00e4v\u00e4 korko on t\u00e4ten arvioitava, ja usein k\u00e4ytet\u00e4\u00e4nkin monia eri korkoja, jotta saadaan vaihtoehtoisia skenaarioita. Mik\u00e4li eri korkoja ei haluta k\u00e4ytt\u00e4\u00e4, voidaan koroksi valita ns. riskit\u00f6n markkinakorko, jota korotetaan sijoittajan tuottovaatimuksella, joka puolestaan sis\u00e4lt\u00e4\u00e4 riskipreemion. Yksinkertaistuksen vuoksi voidaan todeta, ett\u00e4 diskonttauskorko voisi esimerkiksi olla markkinoilla yleisesti vallitseva tuottovaatimus eli rahan vaihtoehtoiskustannus.<\/p>\n<p>Asiakkaiden elinkaariarvon laskentaan on kirjallisuudessa esitetty lukuisia erilaisia malleja. Yleinen tapa m\u00e4\u00e4ritt\u00e4\u00e4 asiakkaan elinkaariarvo on tehd\u00e4 oletus, ett\u00e4 tiedet\u00e4\u00e4n asiakassuhteen pituus. Suhteen pituutta voidaan arvioida peilaamalla sit\u00e4 aiemmin saman tuotteen ostaneiden asiakkaiden asiakassuhteiden pituuteen. Asiakassuhteen pituuden j\u00e4lkeen arvioidaan asiakkaan tulevaisuuden kassavirrat, jotka diskontataan nykyhetkeen. Mallissa elinkaariarvo lasketaan eri kausien (yleens\u00e4 vuosien) elinkaariarvojen summana. Mallissa <em>n<\/em> kuvaa asiakassuhteen arvioitua kestoa, <em>i<\/em> laskentakorkoa ja <em>m<\/em> asiakkaan kunkin kauden katetta. Kate kullekin kaudelle saadaan yksinkertaisesti v\u00e4hent\u00e4m\u00e4ll\u00e4 asiakkaan tuotoista asiakkaan kustannukset.<\/p>\n<h3>CLTV , Customer Lifetime Value<\/h3>\n<p>Kaavan suurimpana ongelmana on oletus siit\u00e4, ett\u00e4 tiedet\u00e4\u00e4n, kuinka pitk\u00e4 asiakassuhde on. Todellisuudessa asiakas voi lopettaa asiakassuhteen koska tahansa. Er\u00e4iss\u00e4 muissa laskentamalleissa t\u00e4t\u00e4 on pyritty korjaamaan sis\u00e4llytt\u00e4m\u00e4ll\u00e4 kaavaan todenn\u00e4k\u00f6isyys asiakassuhteen pituudesta, mutta se tekee kaavasta monimutkaisemman ja vaatii taakseen valtavasti tietoa aiemmista asiakassuhteista. Lis\u00e4ksi kaavaa voidaan muokata mm. marginaalikertoimilla, joissa huomioon otetaan asiakass\u00e4ilyvyysaste sek\u00e4 katteen todenn\u00e4k\u00f6inen kasvaminen ajan my\u00f6t\u00e4, joista kumpaakin lukua rasitetaan eri diskonttauskorkokannoilla. Edelleen ongelmana on my\u00f6s diskonttauskoron oikea valinta, joten SaaS-yhti\u00f6t usein p\u00e4\u00e4tyv\u00e4tkin k\u00e4ytt\u00e4m\u00e4\u00e4n ns. pelkistetty\u00e4 elinkaariarvo-mallia.<\/p>\n<p>SaaS-yhti\u00f6iden k\u00e4ytt\u00e4m\u00e4 pelkistetty asiakkaan elinkaaren aikainen tuottoarvio (CLTV for SaaS)<br \/>\nPelkistetyn asiakkaan elinkaariarvon kaava perustuu asiakaspoistuman (Customer Churn rate) hyv\u00e4ksik\u00e4ytt\u00f6\u00f6n. Mallissa asiakkaan keskim\u00e4\u00e4r\u00e4inen tuotto jaetaan asiakaspoistumalla. Mallissa ei huomioida diskonttauskorkoa eik\u00e4 oleteta yrityksen tiet\u00e4v\u00e4n asiakassuhteensa keskim\u00e4\u00e4r\u00e4ist\u00e4 pituutta. T\u00e4m\u00e4 onkin j\u00e4rkev\u00e4\u00e4, sill\u00e4 varsinkin elinkaarensa alussa olevan yrityksen on l\u00e4hes mahdotonta m\u00e4\u00e4ritt\u00e4\u00e4 asiakassuhteen pituutta etuk\u00e4teen. Toisaalta sama ongelma koskee asiakaspoistuman m\u00e4\u00e4ritt\u00e4mist\u00e4, joten pelkistetty\u00e4 asiakkaan elinkaariarvoa kannattaakin p\u00e4ivitt\u00e4\u00e4, kun tietoa on ker\u00e4tty riitt\u00e4v\u00e4sti. Toisaalta on hyv\u00e4 muistaa, ett\u00e4 kaikki elinkaariarvon m\u00e4\u00e4ritysmallit ovat parhaimmillaankin vain hyvi\u00e4 arvioita tulevasta. T\u00e4rkeint\u00e4 on lienee, ett\u00e4 yrityksen johto pystyy vaivattomasti k\u00e4ytt\u00e4m\u00e4\u00e4n hyv\u00e4kseen tietoa, jota kulloinkin k\u00e4ytetty elinkaariarvo-malli tarjoaa. T\u00e4ll\u00f6in selkein vaihtoehto voi olla k\u00e4ytt\u00f6kelpoisin.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-2 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling fusion-equal-height-columns\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-top:40px;--awb-padding-bottom:25px;--awb-background-color:#30adea;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_2_5 2_5 fusion-two-fifth fusion-column-first fusion-animated\" style=\"--awb-padding-right:1%;--awb-padding-bottom:20px;--awb-bg-size:cover;width:40%;width:calc(40% - ( ( 4% + 3% + 3% ) * 0.4 ) );margin-right: 4%;\" data-animationType=\"zoomIn\" data-animationDuration=\"0.3\" data-animationOffset=\"top-into-view\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\"><div class=\"fusion-column-content-centered\"><div class=\"fusion-column-content\"><div class=\"fusion-title title fusion-title-3 fusion-sep-none fusion-title-center fusion-title-text fusion-title-size-three\" style=\"--awb-margin-top:0em;--awb-margin-bottom:0em;--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;\"><h3 class=\"fusion-title-heading title-heading-center fusion-responsive-typography-calculated\" style=\"margin:0;--fontSize:24;--minFontSize:24;line-height:1.4;\"><span style=\"color: #ffffff;\">Ota Pilvi\u2122 k\u00e4ytt\u00f6\u00f6nne<\/span><\/h3><\/div><\/div><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-2 fusion_builder_column_1_5 1_5 fusion-one-fifth fusion-animated\" style=\"--awb-padding-bottom:20px;--awb-bg-size:cover;width:20%;width:calc(20% - ( ( 4% + 3% + 3% ) * 0.2 ) );margin-right: 3%;\" data-animationType=\"zoomInLeft\" data-animationDuration=\"0.5\" data-animationOffset=\"top-into-view\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\"><div class=\"fusion-column-content-centered\"><div class=\"fusion-column-content\"><div class=\"fusion-button-wrapper fusion-aligncenter\"><a class=\"fusion-button button-flat fusion-button-default-size button-custom fusion-button-default button-1 fusion-button-default-span fusion-button-default-type\" style=\"--button_accent_color:#ffffff;--button_accent_hover_color:#30adea;--button_border_hover_color:#30adea;--button_gradient_top_color:rgba(48,173,234,0);--button_gradient_bottom_color:rgba(48,173,234,0);--button_gradient_top_color_hover:#ffffff;--button_gradient_bottom_color_hover:#ffffff;\" target=\"_self\" href=\"\/fi\/kokeile-demoa\/\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Demo<\/span><\/a><\/div><\/div><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-3 fusion_builder_column_1_5 1_5 fusion-one-fifth fusion-animated\" style=\"--awb-padding-bottom:20px;--awb-bg-size:cover;width:20%;width:calc(20% - ( ( 4% + 3% + 3% ) * 0.2 ) );margin-right: 3%;\" data-animationType=\"zoomInLeft\" data-animationDuration=\"0.7\" data-animationOffset=\"top-into-view\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\"><div class=\"fusion-column-content-centered\"><div class=\"fusion-column-content\"><div class=\"fusion-button-wrapper fusion-aligncenter\"><a class=\"fusion-button button-flat fusion-button-default-size button-custom fusion-button-default button-2 fusion-button-default-span fusion-button-default-type\" style=\"--button_accent_color:#ffffff;--button_accent_hover_color:#30adea;--button_border_hover_color:#30adea;--button_gradient_top_color:rgba(48,173,234,0);--button_gradient_bottom_color:rgba(48,173,234,0);--button_gradient_top_color_hover:#ffffff;--button_gradient_bottom_color_hover:#ffffff;\" target=\"_self\" href=\"\/fi\/ota-kayttoon-ilmaisversio\/\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Ilmaisversio<\/span><\/a><\/div><\/div><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-4 fusion_builder_column_1_5 1_5 fusion-one-fifth fusion-column-last fusion-animated\" style=\"--awb-padding-bottom:20px;--awb-bg-size:cover;width:20%;width:calc(20% - ( ( 4% + 3% + 3% ) * 0.2 ) );\" data-animationType=\"zoomInLeft\" data-animationDuration=\"0.9\" data-animationOffset=\"top-into-view\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\"><div class=\"fusion-column-content-centered\"><div class=\"fusion-column-content\"><div class=\"fusion-button-wrapper fusion-aligncenter\"><a class=\"fusion-button button-flat fusion-button-default-size button-custom fusion-button-default button-3 fusion-button-default-span fusion-button-default-type\" style=\"--button_accent_color:#ffffff;--button_accent_hover_color:#30adea;--button_border_hover_color:#30adea;--button_gradient_top_color:rgba(48,173,234,0);--button_gradient_bottom_color:rgba(48,173,234,0);--button_gradient_top_color_hover:#ffffff;--button_gradient_bottom_color_hover:#ffffff;\" target=\"_self\" href=\"\/fi\/osta\/\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Osta<\/span><\/a><\/div><\/div><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":11,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[52],"tags":[81,82,83,17,18,75],"class_list":["post-3688","post","type-post","status-publish","format-standard","hentry","category-saas-startup-sanasto","tag-cltv","tag-clv","tag-customer-lifetime-value","tag-pilvi","tag-saas","tag-saas-metriikka"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - 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