Statistical Methods in Customer Relationship Management:

• Provides an overview of a CRM system, introducing key concepts and metrics needed to understand and implement these models.
• Focuses on five CRM models: customer acquisition, customer retention, customer churn, and customer win back with supporting case studies.
• Explores each model in detail, from investigating the need for CRM models to looking at the future of the models.
• Presents models and concepts that span across the introductory, advanced, and specialist levels.

Academics and practitioners involved in the area of CRM as well as instructors of applied statistics and quantitative marketing courses will benefit from this book.