Statistical Methods in Customer Relationship Management
- ISBN-10
- 1118349199
- ISBN-13
- 9781118349199
- Category
- Mathematics
- Pages
- 288
- Language
- English
- Published
- 2012-07-26
- Publisher
- John Wiley & Sons
- Authors
- V. Kumar, J. Andrew Petersen
Description
Statistical Methods in Customer Relationship Managementfocuses on the quantitative and modeling aspects of customermanagement strategies that lead to future firm profitability, withemphasis on developing an understanding of Customer RelationshipManagement (CRM) models as the guiding concept for profitablecustomer management. To understand and explore the functioning ofCRM models, this book traces the management strategies throughout acustomer’s tenure with a firm. Furthermore, the book exploresin detail CRM models for customer acquisition, customer retention,customer acquisition and retention, customer churn, and customerwin back. Statistical Methods in Customer RelationshipManagement: Provides an overview of a CRM system, introducing key conceptsand metrics needed to understand and implement these models. Focuses on five CRM models: customer acquisition, customerretention, customer churn, and customer win back with supportingcase studies. Explores each model in detail, from investigating the need forCRM 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 wellas instructors of applied statistics and quantitative marketingcourses will benefit from this book.
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