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Peer reviewedLejeune, Miguel A. P. M. – Internet Research, 2001
Churn management is a concern for businesses, particularly in the digital economy. A customer relationship framework is proposed to help deal with churn issues. The model integrates the electronic channel and involves four tools for enhancing data collection, data treatment, data analysis and data integration in the decision-making process.…
Descriptors: Business, Data Analysis, Data Collection, Decision Making
