Statistical methods in customer relationship management - Kumar, V. (Wiley, 2012)
Includes bibliographical references and index
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
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.
Keywords: Customer relations / Management; Customer relations / Management / Statistical models; BUSINESS & ECONOMICS / Customer Relations; Wirtschaft; Customer relations -- Management; Customer relations -- Management -- Statistical models; Statistisches Modell; Kundenmanagement; Statistik