Social Customer Relationship Management, Digital Platforms, Business Analytics
Pantelis Loupos' research interests focus on understanding consumer behavior in digital platforms and in particular networked services. In particular, services whose value is a function of the number of customers they have and their underlying network topology.
For empirical investigation, Loupos is using data from Venmo, a peer-to-peer mobile payment application, to understand the impact of heterogeneous social networks on customer activity and acquisition.
From a theoretical standpoint, his mission is to develop an integrated customer relationship management framework that will account for a customer’s social lifetime value. This will allow networked services to better calculate the “value” of their customers and, in turn, have a more accurate customer base corporate valuation.
Loupos received his Ph.D. in operations management from the Kellogg School of Management at Northwestern University. He holds a B.S. in electrical engineering and computer science from University of Patras, and an M.S. in operations research from the Georgia Institute of Technology.