Following the Blattberg and Deighton (BD) model, we incorporate market share growth to explore links between acquisition and retention.We then devise amethod for nonlinear programming using a spreadsheet to balance the objectives of market share growth in the short term and customer equity in the long term. The aim of this approach is to determine the optimal spending allocation for customer ac...

This paper presents an empirical examination of the relationship between brand equity and customer acquisition, retention, and profit margin, the key components of customer lifetime value (CLV), as well as the role of marketing in this relationship. We examine a unique database from the U.S. automobile market, comprised of 10 years of survey-based brand equity measures as well as acquisition ra...

Customer retention is a critical concern for most mobile network operators because of the increasing competition in the mobile services sector. This concern has driven companies to exploit data as an avenue to better understand customer needs. Data mining techniques such as clustering and classification have been adopted to understand customer retention in the mobile services industry. However,...

This paper investigates how the quality of certain attributes of e-commerce systems ― such as information quality, system quality, and service quality ― can be leveraged to enhance business benefits as indicated by customer commitment and customer retention. This study argues that relationship quality, a concept encapsulating the ideas of both trust and satisfaction, is crucial for transferring...

Complaints today have the ability to retain customer loyalty using state of the art systems and strategies in customer relationship management to analyze and respond to a plethora of customer perception. The Majority of companies are not aware of the beneficiary utilization of customer complaints for the sake of quality improvements. Also, some companies have problems determining how resolution...

Customer impatience has a very negative impact on the queuing system under investigation. If we talk from business point of view, the firms lose their potential customers due to customer impatience, which affects their business as a whole. If the firms employ certain customer retention strategies, then there are chances that a certain fraction of impatient customers can be retained in the queui...

Customer retention and customer churn are key metrics of interest to marketers, but little attention has been placed on linking the different reasons for which customers churn to their value to a contractual service provider. In this article, we put forth a hierarchical competing risk model to jointly model when customers choose to terminate their service and why. Some of these reasons for chur...

Abstract This study examined the effect of customer experience management (CEM) on retention in restaurants Anambra State, Nigeria. Specifically, sought to investigate influence affective experience, cognitive physical and social-identity The adopted a survey research method. found that experiences have significant Based foregoing, concluded CEM had recommended, amongst others, should deliberat...