Purpose–To review the academic literature on customer relationship management (CRM),
provide a comprehensive bibliography and propose a method of classifying that literature …

Customer relationships can be conceptualized as market-based assets. Links have been
shown between management of these assets and the creation of shareholder value …

One major development within business practice is the increasing interest in customer
relationship management (CRM) in recent years. CRM thereby focuses on establishing and …

For identifying and selecting the most profitable customers in terms of the shareholder value,
the Customer Lifetime Val-ue (CLV) gained broad attention in marketing literature. However …

Purpose This study aims to contribute to the field of customer portfolio management by
proposing a novel approach rooted in dialectic critical realism (DCR). DCR, as an …

Current models of customer lifetime value (CLV) consider the discounted value of profits that
a customer generates over an expected lifetime of relationship with the firm. This practice …

Purpose–The Purpose of this study is to provide an alternative way to create customer
valuation metric while accounting for customer riskiness. Customer relationship …

Stefan Hundacker präsentiert ein Customer-Equity-Modell, in dem Marketinginstrumente,
ihre Nutzenwahrnehmung durch die Kunden und ihre finanzielle Wirkung auf den …

Increasing turnover in e-commerce is inherently linked with a rising risk of payment fraud.
Online retailers (e-tailers) aiming for a company-wide value orientation should actively …

The profitable management of customer relationships is currently a rapidly expanding
research area. However, there is a lack of empirical studies examining the current practices …