In order to achieve the maximum flexibility in adaptation to ever changing customer’s expectations in customer relationship management, appropriate measures of customer behavior should be continually monitored. To this end, control charts adjusted for buyer’s/visitor’s prior intention to repurchase or visit again are suitable means taking into account the heterogeneity across customers. In the ...

Modeling Churn and Usage Behavior in Contractual Settings The ability to retain existing customers is a major concern for many businesses. However retention is not the only dimension of interest; the revenue stream associated with each customer is another key factor influencing customer profitability. In most contractual situations the exact revenue that will be generated per customer is uncert...

In order to achieve the maximum flexibility in adaptation to ever changing customer’s expectations in customer relationship management, appropriate measures of customer behavior should be continually monitored. To this end, control charts adjusted for buyer’s/visitor’s prior intention to repurchase or visit again are suitable means taking into account the heterogeneity across customers. In the ...

Purpose: The objective of this research paper is to analyze the constructs behind FinTech usage behavior and which factors contribute new financial technologies what extent demographic profiles affect adoption in Oman that business models institutions from convergent FinTech. Design/methodology/approach: This provides a comprehensive literature review focused on scholarly practitioner experienc...

for winning in global competition, companies need to recognition and monitoring of customer's behavior to forecast their behavior and desires earlier than competitors. this research tries to recognize the attributes which lead to customer churn. for this, behavior of 3150 subscribers of an iranian mobile operator, has observed during one year and trends of them has analyzed by a customized...

Predicting customer churn is a classic data mining problem. Telecommunications providers have a long history of analyzing customer usage patterns to predict churn. Many other industries, such as banking, routinely analyze customer behavior to predict customer satisfaction and renewal rates. The Software as a Service (SaaS) model enables software vendors to collect customer usage data that is no...

The given BPI Challenge 2016 provides a case study based on a reallife event log. In this report, we analyze usage data from IT systems of the Dutch employee insurance agency (UWV). The data comprises information about customer demographics, click data describing their behavior when using the agency’s website, and data from customer service systems. We identify distinct usage patterns, report o...

Vodafone, an International mobile telecommunications company, has accumulated vast amounts of data on consumer mobile phone behavior in a data warehouse. The magnitude of this data is so huge that manual analysis of data is not feasible. However, this data holds valuable information that can be applied for operational and strategical purposes. Therefore, in order to extract such information fro...

In many service industries, firms introduce three-part tariffs to replace or complement existing two-part tariffs. While both twoand three-part tariffs have been studied in the extant literature, to our best knowledge there have been no empirical studies of customer choice and usage when both types of tariffs are on offer. A pertinent question in that context is whether three-part tariff usage ...

Most research in customer asset management has focused on specific aspects of the value of the customer to the company. The purpose of this article is to propose an integrated framework, called CUSAMS (customer asset management of services), that enables service organizations (1) to make a comprehensive assessment of the value of their customer assets and (2) to understand the influence of mark...