POEL, D. VAN DEN; LARIVIÈRE, B. - Faculteit Economie en Bedrijfskunde, Universiteit Gent - 2003
This paper studies the topic of customer attrition in the context of a European financial services company. More specifically, we investigate predictors of churn incidence as part of customer relationship management (CRM). We contribute to the existing literature: (1) by combining several...