Statistical methods in customer relationship management

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Title:

Author:

Kumar, V., 1957-

ISBN:

9781119993209

Personal Author:

Kumar, V., 1957-

Publication Information:

Chichester, West Sussex, U.K. : John Wiley, 2012.

Physical Description:

xiii, 272 p. : ill. ; 24 cm.

General Note:

Formerly CIP.

Contents:

Customer relationship management -- CRM in action -- Customer acquisition -- Customer retention -- Balancing customer acquisition and customer retention -- Customer churn -- Customer win-back -- Implementing CRM models -- The future of CRM.

Subject Term:

Customer relations -- Management.

Customer relations -- Management -- Statistical models.

Added Author:

Petersen, J. Andrew.

Copies:

Available:*

Library	Material Type	Item Barcode	Shelf Number	Copy	Status
Searching... 1:IIEMSA	1:GEN-BOOK	33168025582939	658.8 K96S 2012	1	Searching... Unknown
Searching... 1:IIEMSA	1:GEN-BOOK	33168025595113	658.8 K96S 2012	2	Searching... Unknown

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Summary

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.