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

Title data

Kleindienst, Dominikus ; Waldmann, Daniela:
Dead or Alive? A Formal Decision Model for Deciding on Customer Recovery Investments.
In: Proceedings of the 13th International Conference on Wirtschaftsinformatik (WI). - St. Gallen, Switzerland , 2017

Official URL: Volltext

Project information

Project title:
Project's official title
Project's id
Projektgruppe WI Customer Relationship Management
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Abstract in another language

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.

Further data

Item Type: Article in a book
Refereed: Yes
Keywords: customer recovery; customer migration; customer information; digitization; decision model
Institutions of the University: Faculties > Faculty of Law, Business and Economics > Department of Business Administration
Research Institutions
Research Institutions > Affiliated Institutes
Research Institutions > Affiliated Institutes > FIM Research Center Finance & Information Management
Faculties > Faculty of Law, Business and Economics
Result of work at the UBT: No
DDC Subjects: 000 Computer Science, information, general works > 004 Computer science
300 Social sciences > 330 Economics
Date Deposited: 09 Jan 2018 07:51
Last Modified: 08 Jun 2022 06:30