Developing retention strategies based on customer profitability in telecommunications: An empirical study
Document Type: Research Article
Affiliations: 1is Managing Director of Swiss Valuenet. He graduated in economics and computer science and has a doctorate in customer relationship marketing from the University of Zurich. Dr Xevelonakis has headed several segmentation projects involving customer profitability and customer needs in the telecommunications and banking sectors. Before joining Swiss Valuenet he headed the Strategic Customer Relationship Management (CRM) Department of Swisscoms where he was responsible for customer segmentation, customer profitability and for the whole business intelligence process. He has also worked for Credit Suisse, where he was responsible for setting up the database marketing process for direct banking. His research interests involve predictive modelling for churn management, customer segmentation, customer profitability and designing concepts for strategic CRM. He also lecturers in CRM and data process modelling at the Zurich University of Applied Science.
Publication date: 2005-04-01
- Previously published as The Journal of Database Marketing