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...

in customer relationship management (crm) systems, importance and performance of the attributes that define a service is very important. importance-performance analysis is an effective tool for prioritizing service attributes based on customer needs and expectations and also for identifying strengths and weaknesses of organization in the market. in this study with the purpose of increasing reli...

The retail industry collects huge amounts of data on sales, customer buying history, goods transportation, consumption, and service. With increased availability and ease of use of modern computing technology and e-commerce, the availability and popularity of such businesses has grown rapidly. Many retail stores have websites where customers can make online purchases. These factors have resulted...

As user-centric innovation has recently emerged as a successful way of developing new products, services, and concepts, it is worth considering the perspectives of potential technology users during R&D project selection processes. Nevertheless, little effort has been made to reflect customer-perceived value in establishing selection criteria, with the focus mainly on technological potential ins...

When a marketer in an interactive environment decides which messages to send to her customers, she may send messages currently thought to be most promising (exploitation) or use poorly understood messages for the purpose of information gathering (exploration). We assume that customers are already clustered into homogeneous segments, and we consider the adaptive learning of message effectiveness...

We address an extension of the classical multi-period facility location problem in which customers are sensitive to delivery lead times. Accordingly, two customer segments are considered. The first segment comprises customers that require timely demand satisfaction, whereas customers accepting delayed deliveries make up the second segment. Each customer belonging to the latter segment specifies...

At many firms, incentivized salespeople with private information about customers are responsible for CRM. While incentives motivate sales performance, private information can induce moral hazard by salespeople to gain compensation at the expense of the firm. We investigate the sales performance--moral hazard tradeoff in response to multidimensional performance (acquisition and maintenance) ince...

In today’s services driven economic environment, it is imperative for organizations to provide better quality service experience to differentiate and grow their business. Customer satisfaction (C-SAT) is the key driver for retention and growth in Retail Banking. Wait time, the time spent by a customer at the branch before getting serviced, contributes significantly to C-SAT. Due to high footfal...

− Holistic approach to wheel loaders as complex energy conversion systems − Possible Reduction of fuel consumption by 50% through use of hybrid technology − Considerations of customer segment and business case

A product (e.g. automobile, computer) can be configured using different combinations of its available attributes (features). However, selection of attributes may not be independent of the selection of other attributes. In practice, each attribute implies a selection rule (dependency) for other sets of attributes in order to generate a valid configuration. Due to dynamic changes in the product d...