While single-brand reward programs encourage customers to remain loyal to that one brand, coalition programs encourage customers to be “promiscuous” by offering points redeemable across partner stores. Despite the benefits of this “open relationship” with customers, store managers face...

In today's turbulent business environment, customer retention presents a significant challenge for many service companies. Academics have generated a large body of research that addresses part of that challenge – with a particular focus on predicting customer churn. However, several other...

While accurate point estimation of customer lifetime value (CLV) has been the target of a large body of academic research, few have focused on the variance of CLV (V(CLV)), which represents the degree of uncertainty associated with a customer's expected CLV. This is ironic because academics have...