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.
Table of Contents
- Title Page
- Chapter 1: Customer Relationship Management
- Chapter 2: CRM in Action
- Chapter 3: Customer Acquisition
- Chapter 4: Customer Retention
- Chapter 5: Balancing Acquisition and Retention
- Chapter 6: Customer Churn
- Chapter 7: Customer Win-back
- Chapter 8: Implementing CRM Models
- Chapter 9: The Future of CRM
- Appendix A: Maximum Likelihood Estimation
- Appendix B: Log-linear Model—An Introduction
Appendix C: Vector Autoregression Modeling
- C.1 Unit-Root Testing: Are Performance and Marketing Variables Stable or Evolving?
- C.2 Cointegration Tests: Does a Long-Run Equilibrium Exist between Evolving Series?
- C.3 VAR Models: How to Capture the Dynamics in a System of Variables?
- C.4 Impulse-Response Function Derivation
- C.5 Impulse-Response Functions: Mathematical Derivations
- Appendix D: Accelerated Lifetime Model
- Appendix E: Type-1 Tobit Model
- Appendix F: Multinomial Logit Model
- Appendix G: Survival Analysis – An Introduction
- Appendix H: Discrete-Time Hazard
- Appendix I: Proportional Hazards Model
- Appendix J: Random Intercept Model
- Appendix K: Poisson Regression Model
- Appendix L: Negative Binomial Regression
- Appendix M: Estimation of Tobit Model with Selection
- Title: Statistical Methods in Customer Relationship Management
- Release date: September 2012
- Publisher(s): Wiley
- ISBN: 9781119993209