Relatively few retailers include metrics such as product returns in their customer selection and optimal resource allocation algorithms when measuring and maximizing customer value. Even when they do include this metric, increases in product return behavior are usually considered merely an economic cost that needs to be managed by decreasing the marketing resource allocations toward the custome...

JOURNAL OF INTERACTIVE MARKETING VOLUME 22 / NUMBER 3 / SUMMER 2008 Published online in Wiley InterScience (www.interscience.wiley.com). DOI: 10.1002/dir.20114 n light of mature markets and increasing competitive pressure, retaining the existing customer base becomes crucial for the future success of a firm. As a consequence, firms are increasingly interested in understanding the factors influe...

Service-processes of electronic retailers are founded on electronic technologies that provide flexibility to sense and respond online to the dynamic and complex needs of customers. In this paper, we develop a taxonomy of service-processes in electronic retailing and demonstrate their linkage to customer satisfaction and customer loyalty. The taxonomy is grounded in a conceptual classification s...

The product design concept selection is an integral part of product development process. It is a team based decision making effort to evaluate the product design concepts generated. In the present competitive market environment, the design team has to identify the design solution which should reflect the customer needs to ensure customer satisfaction. In this paper an attempt has been made to d...

Customer relationship management (CRM) aims to build relations with the most profitable clients by performing customer segmentation and designing appropriate marketing tools. In addition, customer profitability accounting (CPA) recommends evaluating the CRM program through the combination of partial measures in a global cost–benefit function. Several statistical techniques have been applied for...

Investing in existing customers is widely accepted as a promising strategy because it is believed to be less costly than attracting new ones. Recent research by Reinartz et al. [39] provides indications, however, that it could also be profitable to simultaneously focus on a customer segment being more transaction-oriented. In this contribution – using the example of an e-tailer – we specificall...

Assortment planning is the process in which a retailer selects a product line to offer to customers and is a key determinant of a retailer’s profit. We consider the assortment planning problem using a locational choice model for customer product selection and allow for both horizontal and vertical product differentiation. When the distribution of customer preference is unimodal, the optimal sol...

The Balanced Scorecard (BSC) provides an outlook of an organization’s general performance; it integrates financial perspective with other performance aspects, like learning and growth, internal processes, and customer perspectives. The momentous issue, in implementation of BSC, is the proper selection of measures. The main objective of this paper is to introduce a novel approach in an attempt t...

In the collaborative planning, forecasting and replenishment (CPFR) process of supply chain management, the distributor is the leading “tie” between manufacturer and customer, a key figure in collecting marketing information, reducing the demand uncertainty and improving customer satisfaction. In the CPFR process, by making reasonable evaluations and selections the distributors can ensure smoot...

Learning about customers takes place through relevant dialogues with those customers, also known as customer relationship management (CRM). As relationships develop, information about the customer is gathered in the firm’s customer information systems (CIS): the content, processes, and assets associated with gathering and moving customer information throughout the firm. This research develops a...