The more competition among industry participants severe, the more companies try to retain their customers and acquire new customers from their competitors. To gain competitive advantage, many companies are adopting and deploying more refined and sophisticated Customer Relationship Management systems. In the marketing area, a personalized marketing paradigm has already been infiltrated into our ...

Consumer behaviour is the study of when, why, how and where people do and do not buy products. It attempts to understand the buyer’s decision-making process, both individually and in groups. Relationship marketing is an influential asset for consumer behaviour as it has a keen interest in the re-discovery of the true meaning of marketing through the re-affirmation of the importance of the custo...

To support personalized marketing, it is necessary to identify an individual customer’s true value. Various researches on customer value have conducted under the name of Customer Lifetime Value (CLV), Customer Equity, Customer Profitability, and Lifetime Value. In this paper we present issues of calculating individual customer’s lifetime value to deploy more personalized CRM activities. We prop...

Modern business strategies are focused on customer satisfaction and especially on one-to-one marketing. Customer preferences and needs are inferred by analyzing information on their behaviour and attitudes. This information can be collected, stored, and analyzed by implementing data warehouse and CRM functionalities. However, companies also need market information about their competitors. A sol...

Social media has become a value-adding marketing channel. With the significance of social media for online small businesses and the lack of understanding of this area, this study attempts to investigate the impact of social media marketing on the sales performance of such businesses. Drawing on the theories of media richness and uses and gratifications, we propose a research model in which the ...

Leading companies around the world have implemented strategies for understanding their relationships with their customers, suppliers, partners, stakeholders, stockholders, and channels. In the Electronic Commerce world that is fast emerging, marketshare and product awareness may be tantamount to potential success, but world-class companies have clearly delineated themselves through profitabilit...

Given the growth of the service sector, and advances in information technology and communications that facilitate the management of relationships with customers, models of service and relationships are a fast-growing area of marketing science. This article summarizes existing work in this area and identifies promising topics for future research. Models of service and relationships can help mana...

This article provides an assessment of the causal effect of customer relationship management (CRM) applications on one-to-one marketing effectiveness. We use a potential outcomes based propensity score approach to assess this causal effect. We find that firms using CRM systems have greater levels of one-to-one marketing effectiveness. We discuss the strengths and challenges of using the propens...