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4. Publikationen School of Engineering

Title:	Modelling customer lifetime value in contractual settings
Authors :	Heitz, Christoph Dettling, Marcel Ruckstuhl, Andreas
Published in :	International Journal of Services Technology and Management
Volume(Issue) :	16
Issue :	2
Pages :	172
Pages to:	190
Publisher / Ed. Institution :	Inderscience Publishers
Issue Date:	2011
License (according to publishing contract) :	Licence according to publishing contract
Type of review:	Peer review (Publication)
Language :	English
Subjects :	Markov chain model; Direct marketing; Newspaper subscription; Customer dynamics
Subject (DDC) :	658.8: Marketing management
Abstract:	Service provision is often governed by a contract (e.g., newspaper subscriptions, phone contracts, and credit agreements). Typically, such a contract includes rules that influence the dynamics of the customer in the marketplace. Typical examples are minimum contract durations, or fixed time instants for contract termination. The goal of these rules is to increase the future total profit gained from the customer, which is usually denoted with the term customer lifetime value (CLV). We analyse the problem of calculating the CLV under general contract structures. We show that classical Markov models for describing the customer dynamics are not appropriate and may lead to huge errors in the CLV. We propose a semi-Markov formulation which leads to substantially better results. We apply the framework to data of newspaper subscription.
Departement:	School of Engineering
Organisational Unit:	Institute of Data Analysis and Process Design (IDP)
Publication type:	Article in scientific Journal
DOI :	10.1504/IJSTM.2011.042595 10.21256/zhaw-1899
ISSN:	1460-6720
URI:	https://digitalcollection.zhaw.ch/handle/11475/4429
Appears in Collections:	Publikationen School of Engineering

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