Published Books

Statistical Methods in Customer Relationship Management

V. Kumar  J. Andrew Peterson       
Published: 2012

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, joint customer acquisition and retention, customer churn, and customer win back.

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