By Markus Wübben

ISBN-10: 3834912786

ISBN-13: 9783834912787

The ever-increasing volume of individual-level client information generated by way of loyalty courses opens new views for patron dating management(CRM). but, contemporary research have proven that an enormous fraction of CRM tasks fail to bring the nice on the final analysis. one of many major purposes for this hassle is that those info require complicated analytical processing to completely leverage their power ("analytical CRM"). learn and perform are nonetheless in its early levels with recognize to analytical CRM.

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The lost-for-good assumption models customers as remaining with one provider, however, if they do not purchase anymore, they are lost for good. The lost-for-good assumption maybe unrealistic though, because multi-brand loyalty is common in many consumer goods areas. In fact, the lost-for-good assumption "systematically understates CLV" (Rust et al. 2004a, p. 112), because it does not account for returning customers. The focal approach models the always-a-share assumption by using information about both the focal brand and the competing brands to model the acquisition and the retention of customers in the context of brand switching.

CRM involves using existing customer information to improve company profitability and customer service. CRM attempts to provide a strategic bridge between information technology and marketing strategies aimed at building long-term relationships and profitability. This requires information-intensive strategies. CRM includes numerous aspects, but the basic theme is for the company to become more customer-centric. Methods are primarily Web-based tools and Internet presence. CRM is an e-commerce application.

From a customer equity standpoint, not all relationships should be pursued if they are not profitable and cannot be transformed into profitable ones (Hogan et al. 2002b, p. 6). In fact, there is evidence that even the channel over which customers and the means by which customers have been acquired have an influence on their profitability. Keane and Wang (1995) show that the acquisition channel determines lifetime value of customers. Shankar and Rangaswamy (2003) compare Internet-customers’ loyalty with store-customers’ loyalty in the travel market and conclude that the Internet reinforces loyalty and strengthens the positive 30 2 Fundamentals of Customer Relationship Management relationship between satisfaction and loyalty.

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Analytical CRM by Markus Wübben


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