Previous research has extensively studied the determinantsof customer loyalty and switching behavior but hasgiven little attention to what happens after a customerhas switched away froma service provider. In this article,the perhaps most important manifestation of suchpostswitching...

In this paper, we discuss the concept of risk in customer relationships and derive simple metrics that allow for a customer segmentation which focuses on the dynamics of the customer lifecycle. We propose that a customer's trend in revenues as well as her temporal inactivity over time adequately...

Recently, customer lifetime value (CLV) has become an accepted metric for measuring the relative attractiveness of a customer or a customer segment. Measurement issues of CLV have been addressed in a fairly large number of empirical studies, while prediction of CLV has received much less...