Customer Divestment

Journal of Relationship Marketing, 5(2/3), 71-85, 2006

16 Pages Posted: 20 Oct 2013 Last revised: 8 Nov 2013

See all articles by Vikas Mittal

Vikas Mittal

Rice University

Matthew Sarkees

Pennsylvania State University - Great Valley School of Graduate Professional Studies; Pennsylvania State University - Great Valley School of Graduate Professional Studies

Date Written: 2006

Abstract

Customer lifetime value (CLV) models are designed to identify high-value customers to be retained. By implication, the remaining customers must be divested. This aspect of CLV management, customer divestment, has not been addressed in research. In this paper we describe the process of customer divestment, report a framework enabling firms to implement customer divestment (Mittal, Sarkees, and Murshed, 2006), and identify key issues associated with the customer divestment process. In doing so, we formulate some key research questions and an agenda for future research.

Keywords: Customer divestment, customer lifetime value, customer relationship management

Suggested Citation

Mittal, Vikas and Sarkees, Matthew and Sarkees, Matthew, Customer Divestment (2006). Journal of Relationship Marketing, 5(2/3), 71-85, 2006, Available at SSRN: https://ssrn.com/abstract=2342332

Vikas Mittal (Contact Author)

Rice University ( email )

6100 South Main Street
250 McNair
Houston, TX 77005-1892
United States

Matthew Sarkees

Pennsylvania State University - Great Valley School of Graduate Professional Studies ( email )

School of Graduate Professional Studies
30 East Swedesford Road
Malvern, PA 19355
United States

Pennsylvania State University - Great Valley School of Graduate Professional Studies ( email )

School of Graduate Professional Studies
30 East Swedesford Road
Malvern, PA 19355
United States

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