Customer Management Accounting and Revenue Management Effectiveness: The Role of Customer Lifetime Value

Riska Oktama; Adhevia Perdana Putri

doi:10.69725/ami.v1i1.238

Authors

Riska Oktama Department of Accounting, Faculty of Economics and Business, Universitas Dian Nuswantoro, Semarang, Indonesia
Adhevia Perdana Putri Department of Accounting, Faculty of Economics and Business, Universitas Dian Nuswantoro, Semarang, Indonesia

DOI:

https://doi.org/10.69725/ami.v1i1.238

Keywords:

Customer Accounting, Revenue Management, CLV, Profitability, Value Reporting

Abstract

Purpose: This study aims to examine the impact of Customer Management Accounting on Revenue Management Effectiveness through the mediating role of Customer Lifetime Value within data-driven service industries.
Method: A quantitative approach was applied using Partial Least Squares Structural Equation Modeling (PLS-SEM) based on survey data from 230 respondents in the Indonesian service industry.
Findings: Results show that Customer Profitability Analysis, Customer Costing System, and Customer Value Reporting each have a significant positive effect on Revenue Management Effectiveness, both directly and indirectly through Customer Lifetime Value. The mediating role of CLV was statistically significant, highlighting its strategic relevance.
Novelty: Unlike prior studies that focused narrowly on financial indicators, this research integrates a customer-oriented accounting framework with lifetime valuation, offering a more holistic view of revenue optimization. It contributes a multi-dimensional perspective that blends customer accounting tools with value-based segmentation in service-based business models. This provides a new approach to understanding how customer-centric metrics can inform and enhance strategic revenue decisions.
Implications: The findings suggest that managers in data-based service firms should adopt comprehensive customer accounting systems to forecast and increase long-term profitability. Implementing Customer Lifetime Value as a mediating metric enables better alignment of cost structures and customer relationship strategies with revenue targets. Policy makers and financial controllers can also benefit by incorporating CLV metrics into performance dashboards for sustainable revenue management.

Downloads

Download data is not yet available.

Author Biographies

Riska Oktama, Department of Accounting, Faculty of Economics and Business, Universitas Dian Nuswantoro, Semarang, Indonesia

Riska Oktama, S.Kom, is an emerging academic affiliated with the Department of Accounting, Faculty of Economics and Business, Universitas Dian Nuswantoro, Semarang, Indonesia. With a strong educational background in Information Systems, her research interests lie at the intersection of accounting and technology, particularly in customer value reporting, digital financial systems, and data-driven revenue management. She is actively engaged in empirical research employing quantitative methods and statistical modeling, contributing to the advancement of digital accounting practices.
Adhevia Perdana Putri, Department of Accounting, Faculty of Economics and Business, Universitas Dian Nuswantoro, Semarang, Indonesia

Adhevia Perdana Putri, S.Ak, is a lecturer and researcher at the Department of Accounting, Faculty of Economics and Business, Universitas Dian Nuswantoro, Semarang, Indonesia. Her scholarly focus centers on strategic accounting, including customer profitability analysis and customer lifetime value (CLV). Adhevia applies advanced quantitative approaches and statistical tools to explore the role of customer-based metrics in enhancing financial performance. She is committed to producing high-impact research that bridges theory and practice in managerial accounting.

References

Abbasi, S., Jabari, S., Mirzaei, A., Azimi azad, A., & Zamanian, S. (2025). Using a Just-In-Time Approach in the Green Supply Chain, Taking Into Account CO2 Emissions, Under Uncertainty in the Pre- and Post-COVID-19 Situation. Discrete Dynamics in Nature and Society, 2025(1), 2153480. https://doi.org/https://doi.org/10.1155/ddns/2153480 DOI: https://doi.org/10.1155/ddns/2153480

Aden, K., & Dirir, S. A. (2025). Refugee nexus eco-capacity: examining refugee-environment dynamics and sustainable integration pathways in Djibouti. Sustainability Nexus Forum, 33(1), 10. https://doi.org/10.1007/s00550-025-00565-1 DOI: https://doi.org/10.1007/s00550-025-00565-1

Akyuz, E., Aslan, F. S., & Eyigurbuz, T. (2025). Intersection of epilepsy and cardiac health: Insights from electrocardiography and syndromic associations. Epilepsia, n/a(n/a). https://doi.org/https://doi.org/10.1111/epi.18502 DOI: https://doi.org/10.1111/epi.18502

Bougette, P., Budzinski, O., & Marty, F. (2025). Ex-ante versus Ex-post in competition law enforcement: Blurred boundaries and economic rationale. International Review of Law and Economics, 82, 106264. https://doi.org/https://doi.org/10.1016/j.irle.2025.106264 DOI: https://doi.org/10.1016/j.irle.2025.106264

Bueno, L. A., Sigahi, T. F. A. C., Rampasso, I. S., Leal Filho, W., & Anholon, R. (2024). Impacts of digitization on operational efficiency in the banking sector: Thematic analysis and research agenda proposal. International Journal of Information Management Data Insights, 4(1), 100230. https://doi.org/https://doi.org/10.1016/j.jjimei.2024.100230 DOI: https://doi.org/10.1016/j.jjimei.2024.100230

Cao, S. S., Jiang, W., Lei, L. (Gillian), & Zhou, Q. (Clara). (2024). Applied AI for finance and accounting: Alternative data and opportunities. Pacific-Basin Finance Journal, 84, 102307. https://doi.org/https://doi.org/10.1016/j.pacfin.2024.102307 DOI: https://doi.org/10.1016/j.pacfin.2024.102307

Chammassian, R. G. (2025). Costs and Three-Dimensional (3D) Business Models BT - Costs, Value, and the Entrepreneurial Venture Journey: Developing Value-Driven Ventures (R. G. Chammassian (ed.); pp. 273–343). Springer Nature Switzerland. https://doi.org/10.1007/978-3-031-86216-8_5 DOI: https://doi.org/10.1007/978-3-031-86216-8_5

Dello Sbarba, A. (2024). Strategic configurations and strategic management accounting: a longitudinal case study in the credit mediation industry. Journal of Accounting & Organizational Change, 20(6), 277–305. https://doi.org/10.1108/JAOC-04-2024-0118 DOI: https://doi.org/10.1108/JAOC-04-2024-0118

Gazi, M. A. I., Mamun, A. Al, Masud, A. Al, Senathirajah, A. R. bin S., & Rahman, T. (2024). The relationship between CRM, knowledge management, organization commitment, customer profitability and customer loyalty in telecommunication industry: The mediating role of customer satisfaction and the moderating role of brand image. Journal of Open Innovation: Technology, Market, and Complexity, 10(1), 100227. https://doi.org/https://doi.org/10.1016/j.joitmc.2024.100227 DOI: https://doi.org/10.1016/j.joitmc.2024.100227

Geçer, T., & Akgiray, V. (2025). Business Model BT - The Financial Technology Revolution: Theory, Innovation, and Revenue Streams (T. Geçer & V. Akgiray (eds.); pp. 19–39). Springer Nature Switzerland. https://doi.org/10.1007/978-3-031-92048-6_2 DOI: https://doi.org/10.1007/978-3-031-92048-6_2

Gupta, S., Kumar, S., Singh, S. K., Foropon, C., & Chandra, C. (2018). Role of cloud ERP on the performance of an organization. The International Journal of Logistics Management, 29(2), 659–675. https://doi.org/10.1108/IJLM-07-2017-0192 DOI: https://doi.org/10.1108/IJLM-07-2017-0192

Hedvall, K., Benedettini, O., Blümel, J. H., Arsenovic, J., & Kristensson, P. (2025). B2B manufacturers in pursuit of Product-as-a-Service: Motivations, barriers, and approaches. Journal of Business Research, 199, 115567. https://doi.org/https://doi.org/10.1016/j.jbusres.2025.115567 DOI: https://doi.org/10.1016/j.jbusres.2025.115567

Hofmann, M., Bjarghov, S., Sæle, H., & Lindberg, K. B. (2025). Grid tariff design and peak demand shaving: A comparative tariff analysis with simulated demand response. Energy Policy, 198, 114475. https://doi.org/https://doi.org/10.1016/j.enpol.2024.114475 DOI: https://doi.org/10.1016/j.enpol.2024.114475

Krämer, A., Burgartz, T., & Muzzu, C. (2025). Customer Value: From ABC Analysis to Customer Lifetime Value (CLV) BT - Customer Value-centered Management: Understanding and Leveraging Value-to-Value, Pricing, Big Data, and Controlling (A. Krämer, T. Burgartz, & C. Muzzu (eds.); pp. 153–176). Springer Nature Switzerland. https://doi.org/10.1007/978-3-031-90497-4_7 DOI: https://doi.org/10.1007/978-3-031-90497-4_7

Kumar, V. (2024a). Customer Valuation Theory BT - Valuing Customer Engagement: Strategies to Measure and Maximize Profitability (V. Kumar (ed.); pp. 15–35). Springer Nature Switzerland. https://doi.org/10.1007/978-3-031-43296-5_2 DOI: https://doi.org/10.1007/978-3-031-43296-5_2

Kumar, V. (2024b). How Much Are Your Customers Worth? BT - Valuing Customer Engagement: Strategies to Measure and Maximize Profitability (V. Kumar (ed.); pp. 77–115). Springer Nature Switzerland. https://doi.org/10.1007/978-3-031-43296-5_5 DOI: https://doi.org/10.1007/978-3-031-43296-5_5

Lemmens, A., Roos, J., Gabel, S., Ascarza, E., Bruno, H., Gordon, B., Israeli, A., Mcdonnell Feit, E., Mela, C., & Netzer, O. (2025). Personalization and Targeting: How to Experiment, Learn & Optimize. International Journal of Research in Marketing. https://doi.org/https://doi.org/10.1016/j.ijresmar.2025.07.004 DOI: https://doi.org/10.2139/ssrn.4878819

Li, Dongni, Stecke, Kathryn E, Yin, Yong, Fang, Kan, Jin, Hongbo, & Kaku, Ikou. (2025). Why and How Seru Production Systems Are Responsive and Efficient in Volatile Markets. Production and Operations Management, 10591478251352632. https://doi.org/10.1177/10591478251352632 DOI: https://doi.org/10.1177/10591478251352632

Lind, J., & Strömsten, T. (2006). When do firms use different types of customer accounting? Journal of Business Research, 59(12), 1257–1266. https://doi.org/https://doi.org/10.1016/j.jbusres.2006.09.005 DOI: https://doi.org/10.1016/j.jbusres.2006.09.005

Luna, M., Pérez-Mon, O., & Becker, J. L. (2025). Forecasting and managing price volatility in salmon production: A hybrid system using conformal prediction and dynamic hedging. International Journal of Production Economics, 109726. https://doi.org/https://doi.org/10.1016/j.ijpe.2025.109726 DOI: https://doi.org/10.1016/j.ijpe.2025.109726

Nie, X., Zhao, W. M., & Guan, J. (2024). Towards a framework of menu research: insights from the multiple level perspective and signaling theory. British Food Journal, 127(1), 233–252. https://doi.org/10.1108/BFJ-11-2023-1039 DOI: https://doi.org/10.1108/BFJ-11-2023-1039

Pang, Q., Liu, X., & Su, M. (2025). Leveraging Digital Intelligence Technologies for Green Shipping: Organization Information Processing and Contingency Perspective. Business Strategy and the Environment, n/a(n/a). https://doi.org/https://doi.org/10.1002/bse.70056 DOI: https://doi.org/10.1002/bse.70056

Puspitawati, L., Lhutfi, I., & Qudratov, I. (2024). Enhancing inventory efficiency: the role of Strategic Management Accounting and Integrated Management Accounting Information systems. Cogent Business & Management, 11(1), 2429801. https://doi.org/10.1080/23311975.2024.2429801 DOI: https://doi.org/10.1080/23311975.2024.2429801

Riva, F., Koper, N., & Fahrig, L. (2024). Overcoming confusion and stigma in habitat fragmentation research. Biological Reviews, 99(4), 1411–1424. https://doi.org/https://doi.org/10.1111/brv.13073 DOI: https://doi.org/10.1111/brv.13073

Rizvi, S. K. A., Rahat, B., Naqvi, B., & Umar, M. (2024). Revolutionizing finance: The synergy of fintech, digital adoption, and innovation. Technological Forecasting and Social Change, 200, 123112. https://doi.org/https://doi.org/10.1016/j.techfore.2023.123112 DOI: https://doi.org/10.1016/j.techfore.2023.123112

Schlosser, R., & Chenavaz, R. Y. (2025). Joint dynamic pricing and marketing-mix strategies for revenue management applications with stochastic demand. International Transactions in Operational Research, 32(3), 1566–1592. https://doi.org/https://doi.org/10.1111/itor.13352 DOI: https://doi.org/10.1111/itor.13352

Türegün, N. (2025). Challenges and Opportunities: Integrating AI Into Accounting Systems. Journal of Corporate Accounting & Finance, n/a(n/a). https://doi.org/https://doi.org/10.1002/jcaf.22788 DOI: https://doi.org/10.1002/jcaf.22788

Xu, Y., Cheah, J.-H., Hair Jr., J. F., & Liu, Y. (2025). Does EMA implementation promote green innovation? The mediation effects of both cross-functional coopetition and supplier co-creation. Business Strategy and the Environment, 34(1), 380–401. https://doi.org/https://doi.org/10.1002/bse.3987 DOI: https://doi.org/10.1002/bse.3987

Xun, Z., Altalbawy, F. M. A., Kanjariya, P., Manjunatha, R., Shit, D., Nirmala, M., Sharma, A., Hota, S., Shomurotova, S., Sead, F. F., Abbasi, H., & Alam, M. M. (2025). Developing a cost-effective tool for choke flow rate prediction in sub-critical oil wells using wellhead data. Scientific Reports, 15(1), 25825. https://doi.org/10.1038/s41598-025-10060-8 DOI: https://doi.org/10.1038/s41598-025-10060-8

Zopounidis, C., & Lemonakis, C. (2024). The company of the future: Integrating sustainability, growth, and profitability in contemporary business models. Development and Sustainability in Economics and Finance, 1, 100003. https://doi.org/https://doi.org/10.1016/j.dsef.2024.100003 DOI: https://doi.org/10.1016/j.dsef.2024.100003