Publications
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Profit driven data mining in massive customer networks: new insights and algorithms. KU Leuven
Profit driven data mining in massive customer networks: new insights and algorithmsScientific summaryWouter VerbekePromotor: Prof. dr. Bart Baesens Department of Decision Sciences and Information ManagementKatholieke Universiteit Leuven, BelgiumData mining and knowledge discoveryData mining, which is an integral part of Knowledge Discovery in Databases, is the process of automatically discovering useful information in large structured data ...
From business process management to customer process management KU Leuven Ghent University
Purpose – The purpose of this paper is to argue that in order to achieve customer centricity through business process management (BPM), companies have to obtain the profound understanding of customers’ processes and when necessary change not only the interactions with but also the processes of their customers. A method is presented that allows doing this in a systematic manner. Design/methodology/approach – A case study of a large multinational ...
Modeling churn using customer lifetime value KU Leuven
The definition and modeling of customer loyalty have been central issues in customer relationship management since many years. Recent papers propose solutions to detect customers that are becoming less loyal, also called churners. The churner status is then defined as a function of the volume of commercial transactions. In the context of a Belgian retail financial service company, our first contribution is to redefine the notion of customer ...
Modeling Churn Using Customer Lifetime Value Vrije Universiteit Brussel
The definition and modeling of customer loyalty have been central issues in customer relationship
management since many years. Recent papers propose solutions to detect customers that are becoming
less loyal, also called churners. The churner status is then defined as a function of the volume of commercial
transactions. In the context of a Belgian retail financial service company, our first contribution is to redefine
the ...
management since many years. Recent papers propose solutions to detect customers that are becoming
less loyal, also called churners. The churner status is then defined as a function of the volume of commercial
transactions. In the context of a Belgian retail financial service company, our first contribution is to redefine
the ...
Customer value as an ideation tool KU Leuven
The paper focuses on the who, what, why, when, where and how dimension of todays' innovations. A correspondence analysis is performed. Customer value is often related to functional properties from the engineer's point of view. This paper states that product development should concentrate more on customer-centric related dimensions. As the editor notes, in his editorial, the paper deepens the view what value really means and offers an opportunity ...
Institutional types and institutional change in healthcare ecosystems Hasselt University
Purpose – The purpose of this paper is to propose a typology of institutions enabling or constraining customer centricity and value co-creation in service ecosystems; illustrate the various types of institutions with examples from healthcare; and provide case study evidence on how pharmaceutical companies react to and induce institutional change. Design/methodology/approach – First, a typology of institutions enabling or constraining customer ...
The design principles for experience-centric cultural services Ghent University
We focus on the design principles for experience-centric cultural services. Building on current literature about experiential services and case studies of experience-centric services in the cultural sector, we developed principles for experience-centric services. A purposive sampling strategy was used to select cases that offered the best opportunities to build theory.
From product-oriented flight providers to customer-centric retailers University of Antwerp
Industry insiders and analysts see dynamic offering—a highly responsive and customer-centric approach to offer design mirroring the practices of online retailers—as a viable instrument in airlines’ quest to regain profitability and maintain relevance in the digitalizing environment. While promising, adopting dynamic offering would also require a major overhaul of airlines’ technologies-in-use, as well as their organizational structures and ...