New PDF release: Analytical CRM

By Markus Wübben

ISBN-10: 3834912786

ISBN-13: 9783834912787

The ever-increasing quantity of individual-level shopper information generated by way of loyalty courses opens new views for patron courting management(CRM). but, contemporary research have proven that a large fraction of CRM tasks fail to bring the great on the final analysis. one of many major purposes for this issue is that those info require complicated analytical processing to totally leverage their capability ("analytical CRM"). learn and perform are nonetheless in its early levels with recognize to analytical CRM.

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The company’s effort should now focus on retaining the customer in order to prevent her defection to a competitor. 2 is an ideal-type model. In reality, the issue is much more complicated. For example, Wheaton (2000) finds that customers with a long history of transactions with a bank are more likely to be retained and consequently have longer life cycles in comparison with newly acquired customers. Nevertheless, the relationship marketing research stream often makes the assumption that all relationships should eventually lead to long-term commitment and consequently profits (Bendapudi and Berry 1997).

2002b). Value-based customer relationship management builds on the notion that customer relationships are differentially 2 For a good overview of CRM software see Hippner et al. (2006). 1 Exigency for Analytical Customer Relationship Management 3 developed, maintained and even terminated3 on the basis of their economic value to the firm (the so-called customer lifetime value (CLV); Berger and Nasr 1998; Blattberg and Deighton 1996; Dwyer 1989; Jain and Singh 2002). In recent years, marketing managers were exposed to increasing pressure from top management due to failure of proving accountability of their activities (Aravindakshan et al.

2) Other market-based assets include brands, channels, knowledge about competitors and customers and networks. See Srivastava et al. (1998) and Doyle (2000) for an extensive overview. 20 2 Fundamentals of Customer Relationship Management where t =time index, n =lifetime of the customer, AC =acquisition cost, Ct =contribution margin at time t (revenues - cost), and d =discount rate. For contractual settings, CLV is often computed using a retention model (Berger and Nasr 1998). 2). The retention model explicitly includes a probability that the customer will purchase in a given time period.

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Analytical CRM by Markus Wübben

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