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  • 2021
  • Working Paper

Customer Churn and Intangible Capital

By: Scott Baker, Brian Baugh and Marco Sammon
  • Format:Print
  • | Language:English
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Abstract

Intangible capital is a crucial and growing piece of firms’ capital structure and helps to explain long run trends in concentration and markups. We develop new firm level metrics regarding a key component of intangible capital—customer churn—using a class of household transaction data that is increasingly available to researchers around the world. We show that customer attachment is associated with higher markups and market to book ratios and can help to explain many dimensions of firm-level volatility and risk in both real outcomes and asset prices. This new measure provides a more direct indicator of firms’ customer and brand capital than existing metrics like SG&A, R&D, or advertising expenditures and is also available for private firms. We demonstrate that low levels of customer churn push firms away from neoclassical investment responsiveness and that low churn firms are better able to insulate organization capital from the risk of key talent flight.

Keywords

Customer Base; Transaction Data; Customer Churn; Intangible Capital; Capital; Capital Structure; Customers

Citation

Baker, Scott, Brian Baugh, and Marco Sammon. "Customer Churn and Intangible Capital." Working Paper, December 2021.
  • SSRN
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About The Author

Marco Sammon

Finance
→More Publications

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    Retail Investors’ Contrarian Behavior Around News and the Momentum Effect

    By: Cheng (Patrick) Luo, Enrichetta Ravina, Marco Sammon and Luis M. Viceira
    • 2022
    • Faculty Research

    Excess Reconstitution-Day Volume

    By: Alex Chinco and Marco Sammon
    • 2022
    • Faculty Research

    What Triggers National Stock Market Jumps?

    By: Scott Baker, Nicholas Bloom, Steve Davis and Marco Sammon
More from the Authors
  • Retail Investors’ Contrarian Behavior Around News and the Momentum Effect By: Cheng (Patrick) Luo, Enrichetta Ravina, Marco Sammon and Luis M. Viceira
  • Excess Reconstitution-Day Volume By: Alex Chinco and Marco Sammon
  • What Triggers National Stock Market Jumps? By: Scott Baker, Nicholas Bloom, Steve Davis and Marco Sammon
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