The Strategic Value of High-Cost Customers.

Upender Subramanian Jagmohan S. Raju Z. John Zhang

Published in: Manag. Sci. (2014)

Keyphrases

high cost
customer retention
competitive environment
customer satisfaction
case study
service providers
decision making
customer service
call center
knowledge management
potential customers
product recommendation
strategic planning
capacity planning
software vendors
customer preferences
information disclosure