September 2012
Intermediate to advanced
286 pages
8h 7m
English
Content preview from Statistical Methods in Customer Relationship Management
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1 Need for this Book
A review of the literature on CRM thus far shows the sheer volume, variety, and range of models and the research problems addressed. For academics and practitioners interested and/or involved in the area of CRM, this range becomes too wide to cover and may therefore lead to the development of ineffective CRM systems.
The foremost objective of this book is to serve as a guide to all the models in the CRM literature by classifying them into four sections: customer acquisition, customer retention, customer churn, and customer win-back. These four sections also happen to be the stages a customer goes through during his/her tenure with a firm. By traversing the path of a customer's lifetime with a firm, this book will enlighten and educate the readers on all the models involved in the four stages and help them build effective CRM systems.
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