Working Papers

What Is the True Value of a Lost Customer?

John E. Hogan, Katherine N. Lemon, and Barak Libai

Jan 1, 2002

Incorporates social effects such as word-of-mouth into customer profitability framework; develops a method for estimating the effect of disadoptions on the value of a lost customer. Demonstrates how customer profitability changes over the product lifecycle. MSI Best Paper Award Winner

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