Predicting Customer Potential Value: An Application to the Insurance Industry

Verhoef, Peter; Donkers, Bas

doi:10.1016/S0167-9236(01)00110-5

P.C. Verhoef (Peter) and A.C.D. Donkers (Bas)

2001-12-01

Predicting Customer Potential Value: An Application to the Insurance Industry

Decision Support Systems , Volume 32 - Issue 2 p. 189- 199

For effective Customer Relationship Management (CRM), it is essential to have information on the potential value of customers. Based on the interplay between potential value and realized value, managers can devise customer specific strategies. In this article, we introduce a model for predicting the potential value of a current customer. Furthermore, we discuss and apply different modeling strategies for predicting this potential value.

Additional Metadata
Keywords	customer potential, customer relation management, insurance industry, marketing models
JEL	Statistical Decision Theory; Operations Research (jel C44), Business Administration and Business Economics; Marketing; Accounting (jel M), Marketing (jel M31)
Persistent URL	doi.org/10.1016/S0167-9236(01)00110-5, hdl.handle.net/1765/11500
Series	ERIM Top-Core Articles
Journal	Decision Support Systems
Organisation	Erasmus Research Institute of Management
Citation APA Style AAA Style APA Style Cell Style Chicago Style Harvard Style IEEE Style MLA Style Nature Style Vancouver Style American-Institute-of-Physics Style Council-of-Science-Editors Style BibTex Format Endnote Format RIS Format CSL Format DOIs only Format	Verhoef, P.C, & Donkers, A.C.D. (2001). Predicting Customer Potential Value: An Application to the Insurance Industry. Decision Support Systems, 32(2), 189–199. doi:10.1016/S0167-9236(01)00110-5

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