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Kumar V, Reinartz WJ. Customer relationship management: a databased approach. In: Wiley; 2006:115-122.
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Kumar V, Reinartz WJ. Customer relationship management: a databased approach. In: Wiley; 2006:128-130.
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Kumar V, Reinartz WJ. Customer relationship management: a databased approach. In: Wiley; 2006:131-135.
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Gupta S, Lehmann DR. Managing Customers as Investments: The Strategic Value of Customers in the Long Run. Wharton School Pub; 2005.
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Reinartz W, Thomas J, Kumar V. Balancing Acquisition and Retention Resources to Maximize Customer Profitability. Journal of Marketing. 2005;69(1):63-79. doi:10.1509/jmkg.69.1.63.55511
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Fader PS, Hardie BG. How to project customer retention. Journal of Interactive Marketing (John Wiley & Sons). 2007;21(1):76-90. doi:10.1002/dir.20074
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Fader PS, Hardie BGS, Lee KL. ‘Counting Your Customers’ the Easy Way: An Alternative to the Pareto/NBD Model. Marketing Science. 24(2):275-284. https://search-proquest-com/docview/212268495?OpenUrlRefId=info:xri/sid:primo&accountid=142923
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Fader PS, Hardie BGS, Lee KL. RFM and CLV: Using Iso-Value Curves for Customer Base Analysis. Journal of Marketing Research (JMR). 2005;42(4):415-430. doi:10.1509/jmkr.2005.42.4.415
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Fader P, Hardie B, Berger PD. Customer-Base Analysis with Discrete-Time Transaction Data. SSRN Electronic Journal. Published online 2004. doi:10.2139/ssrn.596801
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Fader PS, Hardie BGS, Shang J. Customer-Base Analysis in a Discrete-Time Noncontractual Setting. Marketing Science. 2010;29(6):1086-1108. doi:10.1287/mksc.1100.0580
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van Oest R, Knox G. Extending the BG/NBD: A simple model of purchases and complaints. International Journal of Research in Marketing. 2011;28(1):30-37. doi:10.1016/j.ijresmar.2010.11.001
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Knox G, van Oest R. Customer Complaints and Recovery Effectiveness: A Customer Base Approach. Journal of Marketing. 2014;78(5):42-57. https://search.ebscohost.com/login.aspx?direct=true&db=bsu&AN=98365365&site=ehost-live
20.
During the course there may be hand-outs and other material on additional topics relevant for the course and the examination.