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Dead or Alive? A Formal Decision Model for Deciding on Customer Recovery Investments

Titelangaben

Kleindienst, Dominikus ; Waldmann, Daniela:
Dead or Alive? A Formal Decision Model for Deciding on Customer Recovery Investments.
2017
Veranstaltung: 13. Internationale Tagung Wirtschaftsinformatik = 13th International Conference on Wirtschaftsinformatik , 12.-15.02.2017 , St.Gallen, Schweiz.
(Veranstaltungsbeitrag: Kongress/Konferenz/Symposium/Tagung , Vortrag )

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Link zum Volltext (externe URL): Volltext

Abstract

As digitization makes customer migration easier and more attractive, managing customer recovery becomes increasingly important for companies. Thereby, the challenge for organizations is to avoid two error types that can occur with customer relation recovery. First, mistakenly investing in customer relations that are active anyway (“alive” customer relations), or second, mistakenly not investing in migrated customer relations (“dead” customer relations). Consequently, in order to support organizations with such recovery investment decisions, considering the probability if a customer relation is “alive” or “dead” is necessary. Based on this probability, an economically reasonable decision has to be made whether to invest in an individual customer relation’s recovery or not. However, existing literature often neglects the above mentioned probability. Accordingly, based on a comprehensive discussion of related work, we propose a formal decision model on whether to invest in a customer relation’s recovery considering the probability that the customer relation is still “alive” or “dead”. To demonstrate the decision model’s applicability, an illustrative case with a sample calculation is presented.

Weitere Angaben

Publikationsform: Veranstaltungsbeitrag (Vortrag)
Begutachteter Beitrag: Ja
Keywords: customer recovery; customer migration; customer information; digitization; decision model
Institutionen der Universität: Fakultäten > Rechts- und Wirtschaftswissenschaftliche Fakultät > Fachgruppe Betriebswirtschaftslehre
Forschungseinrichtungen
Forschungseinrichtungen > Institute in Verbindung mit der Universität
Forschungseinrichtungen > Institute in Verbindung mit der Universität > FIM Kernkompetenzzentrum Finanz- & Informationsmanagement
Fakultäten
Fakultäten > Rechts- und Wirtschaftswissenschaftliche Fakultät
Titel an der UBT entstanden: Nein
Themengebiete aus DDC: 000 Informatik,Informationswissenschaft, allgemeine Werke > 004 Informatik
300 Sozialwissenschaften > 330 Wirtschaft
Eingestellt am: 09 Jan 2018 07:51
Letzte Änderung: 09 Jan 2018 07:51
URI: https://eref.uni-bayreuth.de/id/eprint/41560