Choice Models and Customer Relationship Management
نویسندگان
چکیده
Customer relationship management (CRM) typically involves tracking individual customer behavior over time, and using this knowledge to configure solutions precisely tailored to the customers’ and vendors’ needs. In the context of choice, this implies designing longitudinal models of choice over the breadth of the firm’s products and using them prescriptively to increase the revenues from customers over their lifecycle. Several factors have recently contributed to the rise in the use of CRM in the marketplace: • A shift in focus in many organizations, towards increasing the share of requirements among their current customers rather than fighting for new customers.
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