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Kumar, V., 1957-

Statistical methods in customer relationship management / V. Kumar, J. Andrew Petersen. - Chichester, West Sussex, United Kingdom : Wiley, 2012. - 1 online resource.

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. Furthermore, the book explores in detail CRM models for customer acquisition, customer retention, customer acquisition and r.

ISBN: 9781118349199 1118349199 9781118349182 1118349180 9781118349205 1118349202 9781118349212 1118349210 1119993202 9781119993209 1283645025 9781283645027 6613957526 9786613957528

Source: 10.1002/9781118349212 Wiley InterScience http://www3.interscience.wiley.com

LCCN: 2012014504

Nat. Bib. No.: GBB259683 bnb

Subjects--Topical Terms:
Customer relations--Management.
Customer relations--Management--Statistical models.
Customer relations--Management.
Customer relations--Management--Statistical models.
BUSINESS & ECONOMICS--Customer Relations.
Customer relations / Management.
Customer relations / Management / Statistical models.

Index Terms--Genre/Form:
Electronic books.
Electronic books.

LC Class. No.: HF5415.5

Dewey Class. No.: 658.8/12015195