Measuring and managing customer relationship risk in business markets

Industrial Marketing Management

Volumn 36, Issue 6, 2007, Pages 823-833

  Ryals, Lynette ^a   Knox, Simon ^a  

^a CRANFIELD UNIVERSITY   (United Kingdom)

Author keywords

Customer lifetime value; Customer relationship management; Customer risk; Shareholder value

Indexed keywords

EID: 34250368737     PISSN: 00198501     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.indmarman.2006.06.017     Document Type: Article

References (62)

1. Amir E., and Lev B. Value-relevance of nonfinancial information: The Wireless Communications Industry. Journal of Accounting and Economics 22 (1996, August-December) 3-30
2. Anderson P.F. Marketing Investment Analysis. In: Sheth J.N. (Ed). Research in marketing Vol. 4 (1998), JAI Press, Greenwich 1-37 Chap. 1
3. Balachandran S. How to build a culture of cost management. Financial Times (2005, August 18th) 16
4. Bell D., Deighton J.A., Reinartz W.J., Rust R.T., and Swartz G. Seven barriers to customer equity management. Journal of Service Research 5 1 (2002) 77-85
5. Berger PD., and Nasr N.I. Customer lifetime value: Marketing models and applications. Journal of Interactive Marketing 12 1 (1998) 17-30
6. Boer H., Gertsen F., Kaltoft R.M., and Nielsen J.S. Factors affecting the development of collaborative improvement with strategic suppliers. Production Planning and Control 16 4 (2005) 356-367
7. Buttle F. Customer relationship management: Concepts and tools (2004), Elsevier Butterworth-Heinemann, Amsterdam 114-134 Chaps 2 and 4
8. Cardozo R.N., and Smith Jr. D.K. Applying financial portfolio theory to product portfolio decisions: An empirical study. Journal of Marketing 47 2 (1983) 110-119
9. Cardozo R.N., and Smith Jr. D.K. On the use of financial portfolio theory in marketing decisions: A reply to Devinney, Stewart and Shocker. Journal of Marketing 49 4 (1985) 113-115
10. Cornelius I., and Davies M. Shareholder value (1997), Financial Times Publishing, London 13-49 Chaps. 1-3
11. Daniels K., de Chernatony L., and Johnson G. Validating a method for mapping managers' mental models of competitive industry structures. Human Relations 48 9 (1995) 975-991
12. Davidson H. The committed enterprise (2002), Butterworth-Heinemann, Oxford 232-234 Chap. 11
13. Devinney T.M., Stewart D.W., and Shocker A.D. A note on the application of portfolio theory: A comment on Cardozo and Smith. Journal of Marketing 49 4 (1985) 107-112
14. Dhar R., and Glazer R.H. Hedging Customers. Harvard Business Review 81 5 (2003) 86-92
15. Dorman J., and Hasan M. Turning lead into gold. Bank Marketing 28 11 (1996) 28-32
16. Doyle P. Valuing marketing's contribution. European Management Journal 18 3 (2000) 233-245
17. Doyle, P. (2000b). Value-Based Marketing. Wiley, Chichester, Preface, p 10.
18. East R., Hammond K., and Gendall P. Fact and fallacy in retention marketing. Journal of Marketing Management 22 1/2 (2006) 5-23
19. Ebner M., Hu A., Levitt D., and McCrory J. How to rescue CRM. McKinsey Quarterly 4 (2002) 49-57
20. Economist Intelligence Unit with Andersen Consulting. Managing customer relationships - lessons from the leaders (1998), EIU, London Report published by
21. Eden C., and Huxham C. Action research for management research. British Journal of Management 7 1 (1996) 75-86
22. Eisenhardt K.M. Building theories from case study research. Academy of Management Review 14 4 (1989) 532-550
23. Gummesson E. Qualitative methods in management research. 2nd Edition (2000), Sage, London 83-156 Chap. 4
24. Gupta S., Lehmann D.R., and Stuart J.A. Valuing customers. Journal of Marketing Research 41 1 (2004) 7-18
25. Hoogenberg M., and auf dem Brinke S. Decision making in an uncertain environment: an application of ROC analysis for credit scoring in the mobile telephone market. Journal of Database Marketing and Customer Strategy Management 11 3 (2004) 241-254
26. Hunt S.D. Competing through relationships: Grounding relationship marketing in resource-advantage theory. Journal of Marketing Management 13 5 (1997) 431-445
27. Kelly G.A. The psychology of personal constructs Vol. 1 and 2 (1955), Norton, NewYork
28. Kelly G.A. The role of classification in personality theory in clinical psychology and personality: The selected papers of George Kelly (1969), John Wiley & Sons, New York
29. Koller T.M. What is value-based management?. McKinsey Quarterly 3 (1994) 87-101
30. Kutner S., and Cripps J. Managing the customer portfolio of healthcare enterprises. The Healthcare Forum Journal 4 5 (1997) 52-54
31. Lieber R.B. Who are the real wealth creators?. Fortune (1996, Dec 9th) 61-66
32. McDonald M. Some methodological comments on the directional policy matrix. Journal of Marketing Management 6 1 (1990) 59-68
33. McDonald M., Denison T., and Ryals L.J. Marketing - The Challenge of Change. CIM report (1994), Chartered Institute of Marketing, UK
34. McDonald M., Millman T., and Rogers B. Key account management: Theory, practice and challenges. Journal of Marketing Management 13 8 (1997) 737-757
35. McNamara G., and Bromiley P. Risk and return in organizational decision-making. Academy of Management Journal 42 3 (1999) 330-339
36. Mulhern F.J. Customer profitability analysis: Measurement, concentration, and research. Journal of Interactive Marketing 13 1 (1999) 25-40
37. Patton E., and Appelbaum S.H. The case for case studies in management research. Management Research News 26 5 (2003) 60-71
38. Peppers D., and Rogers M. The one-to-one future (1994), Piatkus, London 18-173 Chaps. 2-5
39. Peppers D., and Rogers M. Customer value. CIO Magazine 11 23 (1998) 82-83
40. Peppers, D. & Rogers, M. One-to-One B2B. Doubleday, New York, 2001, Chaps. 1-3, pp 1-66 and Chap. 9, 297-304.
41. Reichheld F.F. The loyalty effect (1996), Harvard Business School Press, Boston, MA
42. Reichheld F.F. The one number you need to grow. Harvard Business Review 81 12 (2003) 46-54
43. Reichheld F.F., and Allen J. How companies can end the cycle of customer abuse. Financial Times (2006, March 23rd) 21
44. Reichheld F.F., and Sasser Jr. E.W. Zero defections: Quality comes to services. Harvard Business Review 68 5 (1990) 105-111
45. Reimann B.C. Managing for value (1990), Blackwell, Oxford
46. Reinartz W.J., and Kumar V. The mismanagement of customer loyalty. Harvard Business Review 80 7 (2002) 86-94
47. Rigby D.K., Reichheld F.F., and Schefter P. Avoid the four perils of CRM. Harvard Business Review 80 2 (2002) 101-109
48. Rust R.T., Ambler T., Carpenter G.S., Kumar V., and Srivastava R.K. Measuring marketing productivity: Current knowledge and future directions. Journal of Marketing 68 (2004, October) 76-89
49. Rust R.T., Lemon K.N., and Zeithaml V.A. Return on marketing: Using customer equity to focus marketing strategy. Journal of Marketing 68 (2004, January) 109-127
50. Ryals, L.J. The Total Value of the Customer and Targeted Marketing Strategies. Unpublished PhD thesis, Cranfield School of Management, UK, 2002, Chaps. 2-8, pp 38-255.
51. Ryals L.J. Making CRM work: The measurement and profitable management of customer relationships. Journal of Marketing 69 4 (2005) 252-261
52. Sparrow J. Using qualitative research to establish SME support needs. Qualitative Market Research: An International Journal 2 2 (1999) 121-134
53. Srivastava R.K., Shervani T.A., and Fahey L. Market-Based Assets and Shareholder Value: A Framework for Analysis. Journal of Marketing 62 1 (1998) 2-18
54. Stahl H.K., Matzler K., and Hinterhuber H.H. Linking customer lifetime value with shareholder value. Industrial Marketing Management 32 4 (2003) 267-279
55. Strauss A., and Corbin J. Basics of qualitative research: Grounded theory procedures and techniques (1990), Sage Publications, Thousand Oaks
56. Thomas J.S., Reinartz W., and Kumar V. Getting the most out of all your customers. Harvard Business Review 82 7/8 (2004) 116-123
57. Vargo S.L., and Lusch R.F. Evolving to a new dominant logic for marketing. Journal of Marketing 68 1 (2004) 1-17
58. Wagner H. The use of credit scoring in the mortgage industry. Journal of Financial Services Marketing 9 2 (2004) 179-183
59. Wilson C. Profitable customers (1996), Kogan Page, London 49-150 Chaps. 4-9
60. Womack J.P., and Jones D.T. Lean consumption. Harvard Business Review 83 3 (2005) 59-68
61. Yin R.K. Case study research - design and methods (2002), Sage Publications, Thousand Oaks 1-108 Chaps. 1-4
62. Zablah A.R., Bellenger D.N., and Johnston W.J. An evaluation of divergent perspectives on CRM: Towards a common understanding of an emerging phenomenon. Industrial Marketing Management 33 6 (2004) 475-489