CRM shifts the paradigm

Journal of Strategic Marketing

Volumn 13, Issue 4, 2005, Pages 275-291

  Jain, Subhash C ^a  

^a UNIVERSITY OF CONNECTICUT   (United States)

Author keywords

Customer lifetime value; Customer loyalty; Managing customer value; Marketing mix and customer relations management; Profitability of long life customers; Relationship marketing

Indexed keywords

EID: 84986022295     PISSN: 0965254X     EISSN: 14664488     Source Type: Journal    
DOI: 10.1080/09652540500338329     Document Type: Article

References (67)

1. Allenby, G. M., Leone, R. P., and Lichung, J., 1999. A dynamic model of purchase timing with application to direct marketing. Journal of the American Statistical Association, 94:365–74.
2. Anderson, E, Lodish, L. M., and Weitz, B. A., 1987. Resource allocation behavior in conventional channels. Journal of Marketing Research, 24 (February):85–97.
3. Anderson, E, and Weitz, B. A., 1990. Determinants of continuity in conventional industrial channel dyads. Marketing Science, 8 (Fall):310–23.
4. Anderson, J.C., Hakansson, Hakan, and Johanson, Jan. 1994. Dyadic business relationships within a business network context. Journal of Marketing, 58 (October):1–15.
5. Anderson, J. C., and Narus, J. A., 1984. A model of the distributor's perspective of distributor–manufacturer working relationships. Journal of Marketing, 48 (October):62–74.
6. Anderson, J. C., and Narus, J. A., 1990. A model of distributor firm and manufacturer firm working partnerships. Journal of Marketing, 54 (January):42–58.
7. Bagozzi, R. P., 1995. Reflections on relationship marketing in consumer marketing. Journal of the Academy of Marketing Science, 23(4):272–77.
8. Barnes, J. G., 1994. “ The issues of establishing relationships with customers in service companies:when are relationships feasible and what form should they take? ”. Paper presented at Frontiers in Services Conference, American Marketing Association and Vanderbilt University Center for Service Marketing, October
9. Berry, L. L., 1983. “ Relationship marketing. ”. In Emerging Perspectives on Services Marketing, Edited by:Berry, Leonard L, Lynn, Shostack G, and Upah, George. 25–8. Chicago:American Marketing Association.
10. Berry, Leonard L., 1995. Relationship marketing of services–growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23(Fall):236–245.
11. Bolton, R. N., 1998. A dynamic model of the duration of the customer's relationship with a continuous service provider:the role of satisfaction. Marketing Science, 17(1):45–65.
12. Boyle, B. F., Dwyer, R., Robicheaux, R. A., and Simpson, J. T., 1992. Influence strategies in marketing channels:measures and use in different relationship structures. Journal of Marketing Research, 29 (November):462–73.
13. Bucklin, L. P., and Sengupta, S., 1993. Organizational successful co–marketing alliances. Journal of marketing, 57 (April):32–46.
14. Coyles, S., and Gokey, T. C., 2002. Customer retention is not enough. The McKinsey Quarterly, 2:81–9.
15. Crosby, L. A., and Stephens, N., 1987. Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry. Journal of Marketing Research, 24 (November):404–11.
16. Czepiel, J. A., 1990. Service encounters and service relationships:implications for research. Journal of Business Research, 20(1):13–21.
17. DeSouza, G., 1992. Designing a customer retention plan. Journal of Business Strategy, 24 (March–April):24–8.
18. Dhar, R., and Glazer, R., 2003. Hedging customers. Harvard Business Review, 81 (May):86–93.
19. Duffy, D. L., 1998. Customer loyalty strategies. Journal of Consumer Marketing, 15 (Spring):435–48.
20. Dwyer, F. R., 1997. Customer lifetime valuation to support marketing decision making. Journal of Direct Marketing, 11 (Fall):6–13.
21. Dwyer, F. R., Schurr, P. H., and Oh, Sejo. 1987. Developing buyer–seller relationship. Journal of Marketing, 51 (April):11–27.
22. Fornell, C., 1992. A national customer satisfaction barometer:the Swedish experience. Journal of Marketing, 56 (January):6–21.
23. Fournier, S., Dobscha, S., and Mick, D. G., 1998. Preventing the premature death of relationship marketing. Harvard Business Review, 76 (January–February):42–53.
24. Ganesan, S., 1994. Determinants of long–term orientation in buyer–seller relationship. Journal of Marketing, 58(2):1–19.
25. Garbarino, E., and Johnson, M. S., 1999. The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63 (April):70–87.
26. Gartner Group. 2002. Global Expenditure on Customer Relationship Marketing, Stamford, CT:The Gartner Group.
27. Grönroos, C., 1990. Relationship approach to marketing in service contexts:the marketing and organizational behavior interface. Journal of Business Research, 20 (January):3–11.
28. Grönroos, C., 1994. From marketing mix to relationship marketing:towards a paradigm shift in marketing. Management Decisions, 32(2):4–20.
29. Gupta, S., Lehmann, D. R., and Stuart, J. A., 2001. “ Valuing customers. ”. MSI Report No. 01–119
30. Hagel, J., and Rayport, J., 1997. The coming battle for customer information. The McKinsey Quarterly, 3:65–76.
31. Han, S., and Wilson, D. T., 1993. “ Antecedents of buyer commitment to a supplier:a model of structural bonding and social bending. ”. Unpublished paper, Marketing Department, Pennsylvania State University, University Park
32. Hart, C. W. L., Heskett, J. L., and Sasser, Jr., W. E., 1990. The profitable art of service recovery. Harvard Business Review, 68 (July–August):148–56.
33. Heide, J. B., and John, G., 1990. Alliances in industrial purchasing:the determinants of joint action in buyer–supplier relationships. Journal of Marketing Research, 27 (February):24–36.
34. Heskett, J. L., 1994. Putting the service profit chain to work. Harvard Business Review, 72 (March–April):164–74.
35. Johanson, J., Hallen, L., and Seyed–Mohamed, N., 1991. Interfirm adaptations in business relationships. Journal of Marketing, 55 (April):29–37.
36. Kandampully, J., and Duddy, R., 1999. Relationship marketing:a concept beyond the primary relationship. Marketing Intelligence and Planning, 17(3):315–23.
37. Kumar, V., and Ramani, G., 2003. Taking customer lifetime value analysis to the next level. Journal of Integrated Communications, 4:27–33.
38. McKenna, R., 1991. Relationship Marketing:Successful Strategies for the Age of the Customer, Reading, MA:Addison–Wesley.
39. Morgan, R, and Hunt, D. S., 1994. The commitment–trust theory of relationship marketing. Journal of Marketing, 58 (July):20–38.
40. Nauman, E., 1995. Creating Customer Value:The Path to Sustainable Competitive Advantage, Cincinnati:Thomson Executive Press.
41. Niraj, R., Gupta, M., and Narasimhan, C., 2001. Customer loyalty in a supply chain. Journal of Marketing, 65 (July):1–16.
42. Peters, T., 1991. Thriving on Chaos. New York:Harper Perennial. (2002). Out of touch with customers. Financial Times, 11 (26 April):9
43. Peters, T., 2002. Out of touch with customers. Financial Times, 11(9)
44. Peterson, R. A., 1995. Relationship marketing and the consumer. Journal of the Academy of Marketing Science, 23(4):278–81.
45. Pitt, L. L., and Page, M. I., 1994. “ Customer defections. Analysis and Management:A Graphic Approach. ”. Woking Paper, Henley Management College, Henley on Thames
46. Ramsey, R., and Sohi, R. S., 1997. Listening to your customers:the impact of perceived salesperson listening behavior on relationship outcomes. Journal of the Academy of Marketing Science, 25(2):127–37.
47. Reichheld, F., 1993. Loyalty–based management. Harvard Business Review, 71 (March–April):105–11.
48. Reichheld, F. F., and Teal, T., 1996. The Loyalty Effect, Boston:Harvard Business School Press.
49. Reichheld Sasser, Jr. Earl, F. W., 1990. Zero defections:quality comes to services. Harvard Business Review, 68(5):105–11.
50. Reinartz, W. J., and Kumar, V., 2000. On the profitability of long–life customers in a noncontractual setting:an empirical investigation and implications for marketing. Journal of Marketing, 64 (October):17–35.
51. Reinartz, W. J., and Kumar, V., 2002. The mismanagement of customer loyalty. Harvard Business Review, 80 (July):86–97.
52. Reinartz, W. J., and Kumar, V., 2003. The impact of customer relationship characteristics on profitable lifetime duration. Journal of Marketing, 67(1):77–99.
53. Rosenberg, L. J., and Czepiel, J. A., 1984. A marketing approach to customer retention. Journal of Consumer Marketing, 1 (Spring):45–51.
54. Rust, R., and Zahorik, A., 1992. “ A model of the impact of customer satisfaction on profitability:application to a health service provider. ”. Working paper, Vanderbilt University, Nashville, TN
55. Rust, R., and Zahorik, A., 1993. Customer satisfaction, customer retention and market share. Journal of Retailing, 69 (Summer):193–215.
56. Sawhney, M., 2001. Don't homogenize, synchronize. Harvard Business Review, 79 (July–August):101–8.
57. Schmittlein, D. C., and Peterson, R. A., 1994. Customer base analysis:an industrial purchase process application. Marketing Science, 13(1):41–67.
58. Selden, L., and Colvin, G., 2002. Will this customer sink your stock. Fortune, xx (30 September):127–32.
59. Shani, D., and Chalsani, S., 1992. Exploiting niches using relationship marketing. Journal of Service Marketing, 6 (Fall):43–52.
60. Sheth, J. N., and Parvatiyar, A., 1995. Relationship marketing in consumer markets:antecedents and consequences. Journal of the Academy of Marketing Science, 23(4):255–71.
61. Swan, J. E., and Nolan, J. K., 1985. Gaining customer trust:a conceptual guide for the salesperson. Journal of Personal Selling and Sales Management, 5 (November):39–48.
62. Vavra, T., 1992. After Marketing:How to Keep Customers for Life through Relationship Marketing, Homeood, IL:Business One Irwin.
63. Venkatesan, R., and Kumar, V., 2004. A customer lifetime value framework for customer selection and resource allocation strategy. Journal of Marketing, 68(4):106–125.
64. Wilson, D. T., 1995. An integrated model of buyer–seller relationships. Journal of the Academy of Marketing Science, 23(4):335–45.
65. Wilson, D. T., and Moller, K. K., 1991. “ Buyer–seller relationships:alternative conceptualizations. ”. In New Perspectives on International Marketing, Edited by:Paliwoda, S. J. 87–107. New York:Routledge.
66. Woodruff, R. B., 1997. Customer value:the next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2):139–53.
67. Yoo, B., Donthu, N., and Lee, S., 2000. An examination of selected marketing mix elements and brand equity. Journal of the Academy of Marketing Science, 28(2):195–211.