For competing firms, we examine the optimal acquisition of information about a common uncertain cost factor to price a new product and the implications of this acquisition for different parties. We show that findings for the acquisition of demand information or the acquisition of either cost or demand information for quantity decisions do not extend to this case. For cost information with price...

As digitization makes customer migration easier and more attractive, managing customer recovery becomes increasingly important for organizations. In this context, the challenge is to avoid two error types that can occur with customer relation recovery. First, mistakenly investing in customer relations that are active (“alive”), and, second, mistakenly not investing in migrated customer relation...

Many researchers place great emphasis on the customer segmentation step of the CRM implementation process because it is a starting point for creating differentiated offerings and target marketing to satisfy customers. As the process of segmenting customers is to make an important service encounter with a company and its customers, both the companies’ and customers’ expected value should be cons...

Building predictive models in customer relationship management refers to each stage in the customer’s lifecycle, i.e. the customer acquisition, development and retention. One may notice that the construction of predictive models is more and more frequently accompanied by an attempt to combine analytical tools of the same type or combining various methods. The first approach is named “ensemble m...

Within analytical customer relationship management (CRM), customer acquisition models suffer the most from a lack of data quality because the information of potential customers is mostly limited to socio-demographic and lifestyle variables obtained from external data vendors. Particularly in this situation, taking advantage of the spatial correlation between customers can improve the predictive...

price fairness and price satisfaction is one the most important fields in pricing and also in customer satisfaction. in this research, first the dimensions of price fairness, price satisfaction, customer satisfaction, and customer loyalty are extracted from marketing literature, then five hypotheses are developed. in proposed model, price fairness has direct impact on price satisfaction, custom...

It is crucial for telecom operators to shift from a subsidy-centered to a servicecentered marketing strategy. As the market reaches its saturation point, the effectiveness of customer acquisition through the traditional subsidy decreases and offering differentiated services for existing customer retention is critical. This study aims at finding out factors affecting consumer churning intention ...

The price that a regulated access provider charges for shifting customers between service providers has significant welfare implications. Typical regulatory approaches to pricing, such as pricing based on fully allocated cost or incremental cost, ignore the characteristics of consumer demand. A theoretical alternative, Ramsey pricing, considers only the elasticity of demand for given products. ...

A research organization responds to a variety of customer requests. Each high level request is broken down into a set of low level requests. For each low level request, the research organization follows a multi-step process: access, acquire, analyze and report. The customer is given an estimate of whether its request will be met, and if not, why not. The explanation may be provided at multiple ...

As call centers become more pervasive, the customers seek individualized service and greater attention. The call centers are becoming the contact centers a one-stop, single interface for all interactions from pre-sales to postsales, and continuing relationship. This paper presents some results in utilizing data mining in managing customer profile toward a greater business advantage. One solutio...