Understanding how customers' service portfolios evolve over the course of their relationship can provide multi-service firms, such as telecommunication and financial service providers, with useful guidance for managerial issues such as customer valuation and targeting. Complicating matters,...

Customer base analysis is a key element in customer valuation and can provide guidance for decisions such as resource allocation. Yet, extant models often focus on a single activity, such as purchases from a retailer or donations to a non-profit organization. These models do not consider other...

Customer retention and customer churn are key metrics of interest to marketers, but little attention has been placed on linking the different reasons for which customers churn to their value to a contractual service provider. In this article, we put forth a hierarchical competing risk model to...

Dynamic customer targeting is a common task for marketers actively managing customer relationships. Such efforts can be guided by insight into the return on investment from marketing interventions, which can be derived as the increase in the present value of a customer's expected future...

When defection is unobserved, latent attrition models provide useful insights about customer behavior and accurate forecasts of customer value. Yet, extant models ignore direct marketing efforts. Response models incorporate the effects of direct marketing, but because they ignore latent...