Description: This session at the SOA 2001 Toronto Spring Meeting discusses customer relationship management [CRM] including the definition of CRM, why it matters, how to implement it, and how to model a customer and determine the lifetime value of a customer.

Description: This presentation is a Teaching Session, number 38TS, from the 1999 Valuation Actuary Symposium, held September 23-24 in Los Angeles. The instructors provide an introduction into how complex adaptive systems [CAS] can be applied to solve actuarial problems. They provide a general overview of CAS, including genetic algorithms, neural network, nonlinear modeling, and agent-based modeling, provide recent examples of applications to business problems, and discuss how CAS approaches can be used to address actuarial pricing and valuation issues, such as modeling customer behavior. Discussion from participants is included.