Abstract The definition and modeling of customer loyalty have been central issues in customer relationship management since many years. Recent papers propose solutions to detect customers that are becoming less loyal, also called churners. The churner status is then defined as a function of the volume of commercial transactions. In the context of a Belgian retail financial service company, our ...

We develop a framework to estimate the impact of service quality on expected customer lifetime value (ECLV) in non-contractual settings. Based on a latent attrition model, we incorporate covariates that reflect the quality of service requested and received for each transaction. We find that service quality affects customer lifetimes asymmetrically, with the failure to meet customer expectations...

Relationship marketing assumes that firms can be more profitable if they identify the most profitable customers and invest disproportionate marketing resources in them. While intuitive, such strategies presume that a firm can accurately predict the future profitability of customers. In particular, we argue that the feasibility of such strategies depends on the probabilities and costs of misclas...

Nowadays companies increasingly derive revenue from the creation and sustenance of long-term relationships with their customers. In such an environment, marketing serves the purpose of maximizing customer lifetime value (CLV) and customer equity, which is the sum of the lifetime values of the company’s customers. A frequently-encountered difficulty for companies wishing to measure customer prof...

Customers are important intangible assets of a firm that should be valued and managed. Although researchers and practitioners have recently emphasized customer relationships and customer lifetime value, these concepts have had limited impact on the business and investment community for two main reasons: (a) they require extensive data and complex modeling, and (b) researchers have not shown a s...

Viscum album L. lipophilic extract (VALE) contains pharmacologically active pentacyclic triterpenes that are known to exhibit immunomodulatory, antitumor, and wound healing activity. Preliminary clinical observations indicate that VALE was able to influence cutaneous wound healing in vivo. The objective of this study was to investigate wound closure related properties of VALE in vitro. As measu...

This paper is about how to use data from a random sample of customer relationships to calculate an appropriate average Customer Lifetime Value (CLV). When the sample contains only completed relationships, the simple unweighted average is appropriate. When the sample contains a mix of active and completed relationships, the lifetimes of the active relationships are said to be right censored beca...

Due to the rapid development of technology in recent years, market competition and customer expectations have increased more than ever. In this situation, it is vital for businesses survival to determine the appropriate policy for inventory control, pricing, and routing, and decisions regarding each of them are often made separately. If the products have a perishable nature, it will be more imp...