Modelling a CRM Markov chain process using system dynamics

International Journal of Value Chain Management

Volumn 2, Issue 4, 2008, Pages 420-435

  Ip, W H ^a   Chen, Bocheng ^b   Henry, C W ^a   Choy, K L ^a   Chan, Sian L ^a  

^a HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

^b Tsinghua University   (China)

Author keywords

CLV; CRM; Customer Lifetime Value; Customer Relationship Management; Frequency; Markov chains; Monetary; Recency; System dynamics

Indexed keywords

EID: 49349112171     PISSN: 17415357     EISSN: 17415365     Source Type: Journal    
DOI: 10.1504/IJVCM.2008.019849     Document Type: Article

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