Statistical Methods in Customer Relationship Management:
Gespeichert in:
| Beteiligte Personen: | , |
|---|---|
| Format: | Buch |
| Sprache: | Englisch |
| Veröffentlicht: |
Chichester
Wiley
2012
|
| Schlagwörter: | |
| Links: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024887634&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Umfang: | XIII, 272 S. graph. Darst. |
| ISBN: | 9781119993209 1119993202 |
Internformat
MARC
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| 245 | 1 | 0 | |a Statistical Methods in Customer Relationship Management |c V. Kumar; J. Andrew Petersen |
| 264 | 1 | |a Chichester |b Wiley |c 2012 | |
| 300 | |a XIII, 272 S. |b graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
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| 943 | 1 | |a oai:aleph.bib-bvb.de:BVB01-024887634 | |
Datensatz im Suchindex
| DE-BY-TUM_call_number | 0002 WIR 837f 2013 A 1208 |
|---|---|
| DE-BY-TUM_katkey | 1910169 |
| DE-BY-TUM_location | 00 |
| DE-BY-TUM_media_number | 040007399557 |
| _version_ | 1821935098357874688 |
| adam_text |
Contents
Preface
ix
1
Customer relationship management
1
1
2
3
3
6
7
9
9
10
11
11
13
15
17
18
20
20
3
Customer acquisition
22
3.1
Introduction
22
3.1.1
Data for empirical examples
27
3.2
Response probability
28
3.2.1
Empirical example: Response probability
32
3.2.2
How do you implement it?
34
3.3
Number of newly acquired customers and initial order quantity
35
3.3.1
Empirical example: Number of newly acquired customers
37
3.3.2
How do you implement it?
38
3.3.3
Empirical example: Initial order quantity
39
3.3.4
How do you implement it?
42
3.4
Duration/time
42
3.4.1
Empirical example: Duration/time
44
1.1
Introduction
1.2
What is CRM?
1.3
What is needed to implement CRM strategies?
1.3.1
Database
1.3.2
Technology
1.3.3
Metrics
1.4
Analytical methods
1.5
Conclusion
References
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
vi
CONTENTS
3.4.2
How do you implement it?
46
3.5
Firm's performance (LTV, CLV, and
CE)
47
3.5.1
Empirical example: Finn's performance
49
3.5.2
How do you implement it?
52
3.6
Chapter summary
52
Customer acquisition
-
SAS code
53
Customer acquisition
-
SAS
output
55
References
61
4
Customer retention
63
4.1
Introduction
63
4.1.1
Data for empirical examples
66
4.2
Repurchase or not (stay or leave)
69
4.2.1
Will a customer repurchase?
69
4.2.2
When will a customer no longer repurchase?
71
4.2.3
Empirical example: Repurchase or not (stay or leave)
73
4.2.4
How do you implement it?
78
4.3
Lifetime duration
78
4.3.1
Empirical example: Lifetime duration
83
4.3.2
How do you implement it?
85
4.4
Order quantity and order size
85
4.4.1
How much (in
$)
will a customer order?
85
4.4.2
How many items will a customer order?
86
4.4.3
What is the average order size?
87
4.4.4
Empirical example: Order quantity
87
4.4.5
How do you implement it?
91
4.5
Cross-buying
91
4.5.1
Empirical example: Cross-buying
92
4.5.2
How do you implement it?
97
4.6
SOW
97
4.6.1
Empirical example: SOW
98
4.6.2
How do you implement it?
101
4.7
Profitability (CLV)
102
4.7.1
Empirical example: Profitability (CLV)
103
4.7.2
How do you implement it?
105
4.8
Chapter summary
105
Customer retention
-
SAS code
106
Customer retention
-
SAS
output
111
References
119
5
Balancing acquisition and retention
121
5.1
Introduction
121
5.1.1
Data for empirical examples
122
5.2
Acquisition and retention
124
CONTENTS
vii
5.2.1
Empirical example: Balancing
acquisition
and retention
128
5.3
Optimal resource allocation
137
5.3.1
How do you implement it?
140
5.4
Chapter summary
141
Balancing acquisition and retention
-
SAS code
142
Balancing acquisition and retention
-
SAS
output
144
References
147
6
Customer churn
149
6.1
Introduction
149
6.1.1
Data for empirical examples
150
6.2
Customer chum
151
6.2.1
Empirical example: Customer churn
156
6.2.2
How do you implement it?
161
6.3
Chapter summary
161
Customer churn
-
SAS code
162
Customer churn
-
S
AS output
163
References 1
64
7
Customer win-back
166
7.1
Introduction
166
7.1.1
Data for empirical examples
167
7.2
Customer win-back
168
7.2.1
Empirical example: Customer win-back
169
7.2.2
How do you implement it?
178
7.3
Chapter summary
179
Customer win-back
-
SAS code
180
Customer win-back
-
SAS
output
182
References
185
8
Implementing CRM models
186
8.1
Introduction
186
8.2
CLV measurement approach
187
8.3
CRM implementation at IBM
190
8.3.1
IBM background
190
8.3.2
Implementing a CLV management framework at IBM
191
8.4
CRM implementation at a B2C firm
202
8.4.1
The focal firm background
202
8.4.2
Implementing the CLV management framework
at a fashion retailer
202
8.4.3
Process to implement the CLV management framework
at a fashion retailer
203
8.5
Challenges in implementing the CLV management framework
219
viii
CONTENTS
8.5.1
Challenges in data collection
and internal
collaboration
219
8.5.2
Challenges
in implementing the customer-centric approach
220
References
222
9
The future of
CRM
223
9.1
Introduction
223
9.2
Social media
223
9.3
Mobile marketing
226
9.4
Customized marketing campaigns
227
9.5
Conclusion
229
References
229
Appendix A: Maximum likelihood estimation
230
Appendix B: Log-linear model
—
an introduction
232
Appendix C: Vector autoregression modeling
235
Appendix D: Accelerated lifetime model
241
Appendix E:
Туре
-l
Tobit model
244
Appendix F: Multinomial logit model
246
Appendix G: Survival analysis
-
an introduction
249
Appendix H: Discrete-time hazard
252
Appendix I: Proportional hazards model
254
Appendix J: Random intercept model
257
Appendix K:
Poisson
regression model
260
Appendix L: Negative binomial regression
262
Appendix M: Estimation of Tobit model with selection
265
Index
267 |
| any_adam_object | 1 |
| author | Kumar, V. 1957- Petersen, Andrew J. |
| author_GND | (DE-588)131395319 |
| author_facet | Kumar, V. 1957- Petersen, Andrew J. |
| author_role | aut aut |
| author_sort | Kumar, V. 1957- |
| author_variant | v k vk a j p aj ajp |
| building | Verbundindex |
| bvnumber | BV040030728 |
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| classification_tum | WIR 837f |
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| dewey-full | 658.8/12015195 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12015195 |
| dewey-search | 658.8/12015195 |
| dewey-sort | 3658.8 812015195 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
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| id | DE-604.BV040030728 |
| illustrated | Illustrated |
| indexdate | 2025-01-11T13:44:44Z |
| institution | BVB |
| isbn | 9781119993209 1119993202 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-024887634 |
| oclc_num | 816417780 |
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| physical | XIII, 272 S. graph. Darst. |
| publishDate | 2012 |
| publishDateSearch | 2012 |
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| publisher | Wiley |
| record_format | marc |
| spellingShingle | Kumar, V. 1957- Petersen, Andrew J. Statistical Methods in Customer Relationship Management Statistisches Modell (DE-588)4121722-6 gnd Kundenmanagement (DE-588)4236865-0 gnd Statistik (DE-588)4056995-0 gnd |
| subject_GND | (DE-588)4121722-6 (DE-588)4236865-0 (DE-588)4056995-0 |
| title | Statistical Methods in Customer Relationship Management |
| title_auth | Statistical Methods in Customer Relationship Management |
| title_exact_search | Statistical Methods in Customer Relationship Management |
| title_full | Statistical Methods in Customer Relationship Management V. Kumar; J. Andrew Petersen |
| title_fullStr | Statistical Methods in Customer Relationship Management V. Kumar; J. Andrew Petersen |
| title_full_unstemmed | Statistical Methods in Customer Relationship Management V. Kumar; J. Andrew Petersen |
| title_short | Statistical Methods in Customer Relationship Management |
| title_sort | statistical methods in customer relationship management |
| topic | Statistisches Modell (DE-588)4121722-6 gnd Kundenmanagement (DE-588)4236865-0 gnd Statistik (DE-588)4056995-0 gnd |
| topic_facet | Statistisches Modell Kundenmanagement Statistik |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024887634&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT kumarv statisticalmethodsincustomerrelationshipmanagement AT petersenandrewj statisticalmethodsincustomerrelationshipmanagement |
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Teilbibliothek Stammgelände
| Signatur: |
0002 WIR 837f 2013 A 1208 Lageplan |
|---|---|
| Exemplar 1 | Ausleihbar Am Standort |