Customer Retention is a major aspect of the growth of any business. It is always good to retain those customers who are more loyal or can be converted to be loyal. In this paper, a fuzzy decision tree based approach is proposed in combination with Z-shaped curved membership function to find the customer loyalty and has been compared with the approach of fuzzy decision tree with Gaussian members...

The widespread adoption of activity based costing enables rms to allocate common service costs to each customer allowing for precise measurement of both the cost to serve a particular customer and the customer's pro tability. In this paper, we investigate how the use of such customer cost information a ects a rm's customer acquisition and retention strategies, and ultimately its pro t using a t...

Customer satisfaction and its antecedents have been investigated extensively in the customer satisfaction and service quality literature, and the consequences of customer satisfaction have received some attention in the research literature. Customer satisfaction research literature contends that higher customer satisfaction increases customer retention and hence organisational profitability. Mo...

Despite the importance of data mining techniques to customer relationship management (CRM), there is a lack of a comprehensive literature review and a classification scheme for it. This is the first identifiable academic literature review of the application of data mining techniques to CRM. It provides an academic database of literature between the period of 2000–2006 covering 24 journals and p...

This paper presents the connection between logistics and customer service. The customer service is one the most powerful elements available of the organization in the search competitive advantage, but the least well managed. The message of this article is that performance of customer service depends the skill with the logistics system designed and managed. The output of all logistics activity i...