BUCKINX, W.; POEL, D. VAN DEN - Faculteit Economie en Bedrijfskunde, Universiteit Gent - 2003
Customer Relationship Management (CRM) enjoys increasing attention as a countermeasure to switching behaviour of customers. Because foregone profits of (partially) defected customers are significant, an increase of the retention rate can be very profitable. In this paper, we focus on the...