Contents
Chapter 1: Customer Relationship Management
1.3 What is Needed to Implement CRM Strategies?
2.2 The Importance of Customer Acquisition
2.3 The Significance of Customer Retention
2.4 The Impact of Customer Churn
2.5 The Benefits of Customer Win-back
Chapter 3: Customer Acquisition
3.3 Number of Newly Acquired Customers and Initial Order Quantity
3.5 Firm's Performance (LTV, CLV, and CE)
Customer acquisition – SAS code
Customer acquisition – SAS output
4.2 Repurchase or Not (Stay or Leave)
4.4 Order Quantity and Order Size
Customer retention – SAS output
Chapter 5: Balancing Acquisition and Retention
5.3 Optimal Resource Allocation
5.5 Balancing acquisition and retention – SAS code
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