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 witli the customer divestment process. In doing so, we formulate some key research questions and an agenda for future research. doi:10.1300/J366v05n02_05 [Article copies available for a fee from The Haworth Document Delivery Setyice: I-8OO-HAWORTH. E-mail address: <docdelivery@haworthpress.com> Website: < https://www.HaworthPress.com > © 2006 by The Haworth Press, Inc. All rights reserved,]
