Customer lifetime value - The path to profitability

Foundations and Trends in Marketing

Volumn 2, Issue 1, 2007, Pages 1-96

  Kumar, V ^a  

^a GEORGIA STATE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 79954587838     PISSN: 15550753     EISSN: 15550761     Source Type: Journal    
DOI: 10.1561/1700000004     Document Type: Review

References (56)

1. Bell, D., J. Deighton, W. J. Reinartz, R. T. Rust, and G. Swartz (2002), 'Seven barriers to customer equity management'. Journal of Service Research 5(1), 77-85.
2. Berger, P. D. and N. I. Nasr (1998), 'Customer lifetime value: Marketing models and applications'. Journal of Interactive Marketing 12, 17-30. (Pubitemid 128466820)
3. Blattberg, R. C., G. Getz, and J. S. Thomas (2001), Customer Equity: Building and Managing Relationships as Valuable Assets. Boston: Harvard Business School Press.
4. Brady, D. (2000), 'Why service stinks'. Business Week pp. 118-128.
5. Brody, R. P. and S. M. Cunningham (1968), 'Personality variables and the consumer decision process'. Journal of Marketing Research 5(1), 50-57.
6. Brown, G. H. (1952), 'Brand loyalty - Fact or fiction?'. Advertising Age 23, 53-55.
7. Cunningham, S. M. (1966), 'Brand loyalty - What, where, how much?'. Harvard Business Review 34, 116-128.
8. Drèze, X. and A. Bonfrer (2001), 'To pester or leave alone: Lifetime value maximization through optimal communication timing'. Working Paper. Wharton-SMU Research Center.
9. DuWors, Jr., R. E. and G. H. Haines, Jr. (1990), 'Event history analysis measures of brand loyalty'. Journal of Marketing Research 27(2), 485.
10. Dwyer, F. R. (1997), 'Customer lifetime valuation to support marketing decision making'. Journal of Direct Marketing 11(4), 6-13.
11. Ehrenberg, A. (1988), Repeat Buying: Facts Theory and Applications. Edward Arnold, London: Oxford University Press, New York, second edition.
12. Fader, P. S., B. G. S. Hardie, and K. L. Lee (2005a), "'Counting Your Customers" the easy way: An alternative to the Pareto/NBD model'. Marketing Science 24(2), 275-284. (Pubitemid 40816483)
13. Fader, P. S., B. G. S. Hardie, and K. L. Lee (2005b), 'RFM and CLV: Using iso-value curves to customer base analysis'. Journal of Marketing Research 42(4), 415-430. (Pubitemid 41730317)
14. Farley, J. U. (1964), 'Why does brand loyalty vary over products?'. Journal of Marketing Research 1, 9-14.
15. Gupta, S. and D. R. Lehmann (2003), 'Customer as assets'. Journal of Interactive Marketing 17(1), 9-24.
16. Gupta, S. and D. R. Lehmann (2005), Managing Customers as Investments: The Strategic Value of Customers in the Long Run. Upper Saddle River, NJ: Wharton School Publishing.
17. Gupta, S., D. R. Lehmann, and J. A. Stuart (2004), 'Valuing customers'. Journal of Marketing Research 41(1), 7-18. (Pubitemid 38285112)
18. Kahn, B. E., M. U. Kalwani, and D. G. Morrison (1986), 'Measuring variety-seeking and reinforcement behaviors using panel data'. Journal of Marketing Research 23(2), 89-100.
19. Kotler, P. and K. Keller (2006), Marketing Management. Pearson Prentice Hall, twelfth edition.
20. Kuehn, A. (1962), 'Consumer brand choice as a learning process'. Journal of Advertising Research 2, 10-17.
21. Kumar, V. (2008), Managing Customers for Profits. Upper Saddle River, NJ: Wharton School Publishing.
22. Kumar, V. and M. George (2007), 'Measuring and maximizing customer equity: A critical analysis'. Journal of the Academy of Marketing Science 35(2), 157-171.
23. Kumar, V. and M. George (2008), 'Predicting and managing customer attrition'. Atlanta, GA: Georgia State University.
24. Kumar, V. and J. A. Petersen (2004), 'Maximizing ROI or profitability: Is one better than the other'. Marketing Research: A Magazine of Management and Applications 16(3), 28-34. (Pubitemid 39453615)
25. Kumar, V. and J. A. Petersen (2005), 'Using a customer-level marketing strategy to enhance firm performance'. Journal of the Academy of Marketing Science 33(4), 505-519.
26. Kumar, V., J. A. Petersen, and R. P. Leone (2007), 'How valuable is word of mouth?'. Harvard Business Review pp. 139-146.
27. Kumar, V., G. Ramani, and T. Bohling (2004), 'Customer lifetime value approaches and best practices applications'. Journal of Interactive Marketing 18(1), 60-72. (Pubitemid 39289318)
28. Kumar, V. and W. J. Reinartz (2006), Customer Relationship Management: A Databased Approach. New York: John Wiley & Sons, Inc., first edition.
29. Kumar, V. and D. Shah (2004), 'Building and sustaining profitable customer loyalty in the 21st century'. Journal of Retailing 80, 317-330. (Pubitemid 40595037)
30. Kumar, V. and R. Venkatesan (2005), 'Who are the multi-channel shoppers and how do they perform?: Correlates of multi-channel shopping behavior'. Journal of Interactive Marketing 19, 44-62.
31. Kumar, V., R. Venkatesan, and W. Reinartz (2006), 'Knowing what to sell, when, and to whom'. Harvard Business Review pp. 131-137.
32. Kumar, V., R. Venkatesan, and W. Reinartz (2008), 'Performance implications of adopting a customer-focused sales campaign'. Journal of Marketing, forthcoming.
33. Kumar, V., A. M. Luo and V. R. Rao (2008), 'Linking an individual's brand value to the CLV: An integrated framework'. Working Paper, Atlanta, GA: Georgia State University.
34. Lal, R. and M. Sarvary (1999). 'When and how is the internet likely to decrease price competition?' Marketing Science 18(4), 485-503.
35. Libai, B., D. Narayandas, and C. Humby (2002), 'Toward an individual customer profitability model: A segment-based approach'. Journal of Service Research 5(1), 69-76.
36. Lipstein, B. (1959), 'The dynamics of brand loyalty and brand switching'. In: Proceedings of the Fifth Annual Conference on the Advertising Research Foundation. New York: Advertising Research Foundation, pp. 101-108.
37. Massey, W. F., D. B. Montgomery, and D. G. Morrison (1970), Stochastic Models of Buyer Behavior. Cambridge: MIT Press.
38. Neslin et al., S. (2006), 'Challenges and opportunities in multi channel customer management'. Journal of Service Research 9(2), 95-112. (Pubitemid 44545798)
39. Oliver, R. (1999), 'Whence consumer loyalty?'. Journal of Marketing 63(special issue), 33-44.
40. Pancras, J. and K. Sudhir (2007), 'Optimal marketing strategies for a customer data intermediary'. Journal of Marketing Research 44(4), 560-578.
41. Pfeifer, P. E. and R. L. Carraway (2000), 'Modeling customer relationships as Markov chains'. Journal of Interactive Marketing 14(2), 43-55.
42. Ramani, G. and V. Kumar (2008), 'Interaction orientation and firm performance'. Journal of Marketing 72(1), 27-45.
43. Reinartz, W. J. and V. Kumar (2000), 'On the profitability of long-life customers in a non-contractual setting: An empirical investigation and implications for marketing'. Journal of Marketing 64(4), 17-35.
44. Reinartz, W. J. and V. Kumar (2002), 'The mismanagement of customer loyalty'. Harvard Business Review 80(7), 86.
45. Reinartz, W. J. and V. Kumar (2003), 'The impact of customer relationship characteristics on profitable lifetime duration'. Journal of Marketing 67(1), 77-99. (Pubitemid 36161225)
46. Rosset, S., E. Neumann, U. Eick, and N. Vatnik (2003), 'Customer lifetime value for decision support'. Data Mining and Knowledge Discovery 7, 321-339.
47. Rust, R. T., V. Kumar, and R. Venkatesan (2008), 'Will the frog change into a prince'. Working Paper, Atlanta, GA: Georgia State University.
48. Rust, R. T., K. N. Lemon, and V. A. Zeithaml (2004), 'Return on marketing: Using customer equity to focus marketing strategy'. Journal of Marketing 68(1), 109-127. (Pubitemid 38421780)
49. Rust, R. T., V. A. Zeithaml, and K. N. Lemon (2000), Driving Customer Equity How Customer Lifetime Value is Reshaping Corporate Strategy. New York: Free Press.
50. Schmittlein, D. C., D. G. Morrison, and R. Colombo (1987), 'Counting your customers: Who are they and what will they do next?'. Management Science 33(1), 1-24.
51. Schmittlein, D. C. and J. A. Peterson (1994), 'Customer base analysis: An industrial purchase process application'. Marketing Science 13(1), 41-67.
52. Shah et al., D. (2006), 'The path to customer centricity'. Journal of Service Research 9(2), 113-124. (Pubitemid 44545799)
53. Thomas, J. S., W. J. Reinartz, and V. Kumar (2004), 'Getting the most out of all your customers'. Harvard Business Review 82(7-8), 116-123.
54. Venkatesan, R. and V. Kumar (2004), 'A customer lifetime value framework for customer selections and resource allocation strategy'. Journal of Marketing 68(4), 106-125. (Pubitemid 39508315)
55. Venkatesan, R., V. Kumar, and N. Ravishankar (2007), 'Multi-channel shopping: Causes and consequences'. Journal of Marketing 71(2), 114-132.
56. Villanueva, J. and D. M. Hanssens (2007), 'Customer equity: Measurement, management and research opportunities'. Foundation and Trends in Marketing 1(1), 1-95.