| Publication type: | Conference paper |
| Type of review: | Peer review (publication) |
| Title: | Customer lifetime value under complex contract structures |
| Authors: | Heitz, Christoph Ruckstuhl, Andreas Dettling, Marcel |
| DOI: | 10.1007/978-3-642-14319-9_24 |
| Proceedings: | Exploring services science : first international conference, IESS 2010, Geneva, Switzerland, february 17-19, 2010 - revised papers |
| Editors of the parent work: | Morin, Jean-Henry Ralyté, Jolita Snene, Mehdi |
| Page(s): | 276 |
| Pages to: | 281 |
| Conference details: | First International Conference (IESS 2010) Geneva, Switzerland, 17-19 February 2010 |
| Issue Date: | 2010 |
| Series: | Lecture notes in business information processing |
| Series volume: | 53 |
| Publisher / Ed. Institution: | Springer |
| Publisher / Ed. Institution: | Berlin |
| ISBN: | 978-3-642-14318-2 |
| ISSN: | 1865-1348 |
| Language: | English |
| Subjects: | Customer lifetime value; Marketing; Markov chain models; Semi-Markov models |
| Subject (DDC): | 658.8: Marketing management |
| Abstract: | We analyze the problem of calculating the customer lifetime value (CLV) under contract structures that have an impact on customer dynamics. Typical examples are minimum contract durations, or fixed time points for contract cancellation. We show that classical Markov Chain models are not appropriate and may lead to large errors in the CLV. We propose a Semi-Markov formulation which leads to substantially better results. |
| URI: | https://digitalcollection.zhaw.ch/handle/11475/4402 |
| Fulltext version: | Published version |
| License (according to publishing contract): | Licence according to publishing contract |
| Departement: | School of Engineering |
| Organisational Unit: | Institute of Data Analysis and Process Design (IDP) |
| Appears in collections: | Publikationen School of Engineering |
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Heitz, C., Ruckstuhl, A., & Dettling, M. (2010). Customer lifetime value under complex contract structures [Conference paper]. In J.-H. Morin, J. Ralyté, & M. Snene (Eds.), Exploring services science : first international conference, IESS 2010, Geneva, Switzerland, february 17-19, 2010 - revised papers (pp. 276–281). Springer. https://doi.org/10.1007/978-3-642-14319-9_24
Heitz, C., Ruckstuhl, A. and Dettling, M. (2010) ‘Customer lifetime value under complex contract structures’, in J.-H. Morin, J. Ralyté, and M. Snene (eds) Exploring services science : first international conference, IESS 2010, Geneva, Switzerland, february 17-19, 2010 - revised papers. Berlin: Springer, pp. 276–281. Available at: https://doi.org/10.1007/978-3-642-14319-9_24.
C. Heitz, A. Ruckstuhl, and M. Dettling, “Customer lifetime value under complex contract structures,” in Exploring services science : first international conference, IESS 2010, Geneva, Switzerland, february 17-19, 2010 - revised papers, 2010, pp. 276–281. doi: 10.1007/978-3-642-14319-9_24.
HEITZ, Christoph, Andreas RUCKSTUHL und Marcel DETTLING, 2010. Customer lifetime value under complex contract structures. In: Jean-Henry MORIN, Jolita RALYTÉ und Mehdi SNENE (Hrsg.), Exploring services science : first international conference, IESS 2010, Geneva, Switzerland, february 17-19, 2010 - revised papers. Conference paper. Berlin: Springer. 2010. S. 276–281. ISBN 978-3-642-14318-2
Heitz, Christoph, Andreas Ruckstuhl, and Marcel Dettling. 2010. “Customer Lifetime Value under Complex Contract Structures.” Conference paper. In Exploring Services Science : First International Conference, IESS 2010, Geneva, Switzerland, February 17-19, 2010 - Revised Papers, edited by Jean-Henry Morin, Jolita Ralyté, and Mehdi Snene, 276–81. Berlin: Springer. https://doi.org/10.1007/978-3-642-14319-9_24.
Heitz, Christoph, et al. “Customer Lifetime Value under Complex Contract Structures.” Exploring Services Science : First International Conference, IESS 2010, Geneva, Switzerland, February 17-19, 2010 - Revised Papers, edited by Jean-Henry Morin et al., Springer, 2010, pp. 276–81, https://doi.org/10.1007/978-3-642-14319-9_24.
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