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The Prediction of Customer Retention Costs Based on Time Series Technique

In: The 19th International Conference on Industrial Engineering and Engineering Management

Author

Listed:
  • Fan Yu

    (Xi’an Polytechnic University)

  • Ji-fang Yang

    (Xi’an Polytechnic University)

  • Ai-wu Cheng

    (Xi’an Polytechnic University)

Abstract

Customer expenditure is one of the vital factors that impact customer asset, the measurement and prediction of customer expenditure means a lot to the measurement of customer asset (Chen 2006). From the perspective of customer asset, we’d like to study the measurement of customer retention costs—the major component part of customer expenditure. Firstly, we define the components of customer expenditure and explain the connotation of customer retention costs; secondly, using time series technique, we build a prediction model of retention costs, then we predict the customer future costs on the basis of this model. Last, this prediction model is used to the case and the results prove that this model is effective. Besides, this model has reference value to develop the study of the measurement of customer asset.

Suggested Citation

  • Fan Yu & Ji-fang Yang & Ai-wu Cheng, 2013. "The Prediction of Customer Retention Costs Based on Time Series Technique," Springer Books, in: Ershi Qi & Jiang Shen & Runliang Dou (ed.), The 19th International Conference on Industrial Engineering and Engineering Management, edition 127, chapter 0, pages 621-626, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-38391-5_64
    DOI: 10.1007/978-3-642-38391-5_64
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