Statistical methods in customer relationship management / V. Kumar, J. Andrew Petersen.

Format:

Book

Author/Creator:

Kumar, V., 1957-

Contributor:

Petersen, J. Andrew.

Language:

English

Subjects (All):

Customer relations--Management.

Customer relations.

Customer relations--Management--Statistical methods.

Physical Description:

1 online resource (290 p.)

Edition:

1st edition

Place of Publication:

Hoboken, N.J. : Wiley, 2012.

Language Note:

English

System Details:

text file

Summary:

Statistical Methods in Customer Relationship Management focuses on the quantitative and modeling aspects of customer management strategies that lead to future firm profitability, with emphasis on developing an understanding of Customer Relationship Management (CRM) models as the guiding concept for profitable customer management. To understand and explore the functioning of CRM models, this book traces the management strategies throughout a customer's tenure with a firm. Furthermore, the book explores in detail CRM models for customer acquisition, customer retention, customer acquisitio

Contents:

Introduction

CRM in action

Customer acquisition

Customer retention

Balancing customer acquisition and customer retention

Customer churn

Customer win-back

Implementing CRM models

Future of CRM models.

Notes:

Description based upon print version of record.

Includes bibliographical references and index.

ISBN:

9781283645027

1283645025

9781118349212

1118349210

9781118349205

1118349202

OCLC:

809248236