The goal of this paper is to provide an ontological approach to modelling customer relationships, which helps managers optimize channels, improve customer acquisition, retention and add-on selling particularly in an e-business context. The advantages of a systematic approach are multiple. Modelling and mapping customer relationships allows a better understanding of the way a company interacts w...

Customer churn has become a major problem within a customer centred banking industry and banks have always tried to track customer interaction with the company, in order to detect early warning signs in customer's behaviour such as reduced transactions, account status dormancy and take steps to prevent churn. This paper presents a data mining model that can be used to predict which customers ar...

The raise of consumer awareness in modern competitive catering markets presents that the discontented customers are likely to express the discontentment through word of mouth. Consumers would directly or indirectly express when the quality of the service process does not conform to the expectation. Service recovery therefore cannot be avoided and neglected in catering industry, and it relates t...

The early detection of potential churners enables companies to target these customers using specific retention actions, and subsequently increase profits. This analytical CRM (Customer Relationship Management) approach is illustrated using real-life data of a European pay-TV company. Their very high churn rate has had a devastating effect on their customer base. This paper first develops differ...

Customer churn has emerged as a critical issue for Customer Relationship Management and customer retention in the telecommunications industry, thus churn prediction is necessary and valuable to retain the customers and reduce the losses. Recently rule-based classification methods designed transparently interpreting the classification results are preferable in customer churn prediction. However ...

The banking industry is under pressure. In order to compete, banks should adapt to concentrating on the specific customer needs, following an outside-in perspective. This paper presents the design of a business model for banks that considers this development by providing flexible and comprehensive support for retail banking clients. It is demonstrated that the identification of customer process...

Previous studies have identified trust as an important factor influencing customer participation in web-based commerce. In this empirical study, we test an expanded model that includes the effect of the customers’ experience with and beliefs regarding a company’s web site on their trust in the company itself. We found that a positive experience with a website that provides customers with enjoym...

This article considers the impact of relationship marketing in the casino gaming industry. It illustrates how ‘customer lifetime value’ (LTV)—the estimated profitability of a customer over the course of his or her entire relationship with a company—can be uniquely and successfully applied to improve casino profitability. Findings indicate that increasing customer retention rates for prime custo...

lobal competition is leading many corporations to differentiate themselves by the quality of their service and support to customers, in addition to product quality. Companies are investing in tools, products, and applications that can help their employees meet customers' rising expectations for fast and accurate response. This is an effective way to establish an edge over the competition, since...

The aim of the study is to understand role insurance company reputation, performance, and positive/negative affect on health policy customer retention moderating influence inertia. A structured questionnaire was used for data collection. Covariance-based structural equation modeling employed assess hypothesized relationships between variables. findings revealed that influenced in sector. Positi...