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...

 Customer impatience (reneging) has negative impact on the performance of queueing systems. If we talk from business point of view, firms lose their potential customers due to customer impatience which affects their business as a whole. It is envisaged that if the firms employ certain customer retention strategies then there are chances that a certain fraction of impatient customers can be ret...

We provide a descriptive study of the cross-category effects of satisfaction for financial services on retention behavior. Behavioral contrast and learning theories provide the bases for our understanding of these effects. Our main findings are (i) Across banking and investment categories, when customers have different providers, satisfaction with one lowers the retention probability in the oth...

We propose a linearly penalized support vector machines (LP-SVM) model for feature selection. Its application to a problem of customer retention and a comparison with other feature selection techniques underlines its effectiveness.

Perceived benefits (utilitarian value, hedonic and social value) affect individuals in making decisions behaving online purchases through e-commerce. The purpose of this paper is to examine the effect perceived on customer satisfaction retention Indonesian e-commerce sites. Previous studies have explored role utilitarian, hedonic, values consumer satisfaction. However, there a lack research val...

Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company’s customers. It is an integrated approach to managing relationships by focusing on customer retention and relationship development. CRM has evolved from advances in information technology and organizational changes in customer-centric processes. Companies that successfu...

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...