Custom cover image
Statistical methods in customer relationship management / V. Kumar, J. Andrew Petersen
Contributor(s): Resource type: Ressourcentyp: Buch (Online)Book (Online)Language: English Publisher: New York : John Wiley & Sons, Incorporated, 2012Copyright date: ©2012Edition: Online-AusgDescription: Online-Ressource (1 online resource (xiii, 272 p.))ISBN:- 9781283645027
- 1283645025
- 9781118349205
- 658.8/12015195 23
- 658.812015195
- HF5415.5
Contents:
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 acquisition and retention, customer churn, and customer win back. Statistical Methods in Customer Relationship Management: Provides an overview of a CRM system, introducing key concepts and metrics needed to understand and implement these models. Focuses on five CRM models: customer acquisition, customer retention, customer churn, and customer win back with supporting case studies. Explores each model in detail, from investigating the need for CRM models to looking at the future of the models. Presents models and concepts that span across the introductory, advanced, and specialist levels. Academics and practitioners involved in the area of CRM as well as instructors of applied statistics and quantitative marketing courses will benefit from this book.Summary: STATISTICAL METHODS IN CUSTOMER RELATIONSHIP MANAGEMENT -- Contents -- Preface -- 1 Customer relationship management -- 1.1 Introduction -- 1.2 What is CRM? -- 1.3 What is needed to implement CRM strategies? -- 1.3.1 Database -- 1.3.1.1 Categories of databases -- 1.3.1.2 Sources of databases -- 1.3.2 Technology -- 1.3.3 Metrics -- 1.4 Analytical methods -- 1.5 Conclusion -- References -- 2 CRM in action -- 2.1 Introduction -- 2.2 The importance of customer acquisition -- 2.3 The significance of customer retention -- 2.4 The impact of customer churn -- 2.5 The benefits of customer win-back -- 2.6 Conclusion -- References -- 3 Customer acquisition -- 3.1 Introduction -- 3.1.1 Data for empirical examples -- 3.2 Response probability -- 3.2.1 Empirical example: Response probability -- 3.2.2 How do you implement it? -- 3.3 Number of newly acquired customers and initial order quantity -- 3.3.1 Empirical example: Number of newly acquired customers -- 3.3.2 How do you implement it? -- 3.3.3 Empirical example: Initial order quantity -- 3.3.4 How do you implement it? -- 3.4 Duration/time -- 3.4.1 Empirical example: Duration/time -- 3.4.2 How do you implement it? -- 3.5 Firm's performance (LTV, CLV, and CE) -- 3.5.1 Empirical example: Firm's performance -- 3.5.2 How do you implement it? -- 3.6 Chapter summary -- Customer acquisition - SAS code -- Customer acquisition - SAS output -- References -- 4 Customer retention -- 4.1 Introduction -- 4.1.1 Data for empirical examples -- 4.2 Repurchase or not (stay or leave) -- 4.2.1 Will a customer repurchase? -- 4.2.2 When will a customer no longer repurchase? -- 4.2.3 Empirical example: Repurchase or not (stay or leave) -- 4.2.4 How do you implement it? -- 4.3 Lifetime duration -- 4.3.1 Empirical example: Lifetime duration -- 4.3.2 How do you implement it? -- 4.4 Order quantity and order size.PPN: PPN: 809924358Package identifier: Produktsigel: ZDB-26-MYL | ZDB-30-PAD | ZDB-30-PBE | ZDB-30-PQE
IntroductionCRM in action -- Customer acquisition -- Customer retention -- Balancing customer acquisition and customer retention -- Customer churn -- Customer win-back -- Implementing CRM models -- Future of CRM models.
No physical items for this record