Book description
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.
