Analytical CRM: Developing and Maintaining Profitable by Markus Wübben (auth.)

By Markus Wübben (auth.)

The ever-increasing quantity of individual-level buyer info generated through loyalty courses opens new views for patron courting administration (CRM). but, fresh analyses have proven that an enormous fraction of CRM tasks fail to bring the nice on the base line. one of many major purposes for this hindrance is that those facts require complex analytical processing to completely leverage their power (“analytical CRM”). learn and perform are nonetheless in its early levels with admire to analytical CRM.

Markus Wübben makes a speciality of analytical CRM for constructing and keeping buyer-seller relationships in non-contractual settings, i.e. settings, within which buyer-seller relationships usually are not ruled by way of a freelance that predetermines the financial worth and/or size of the connection. this can be a universal state of affairs for plenty of companies equivalent to shops, motels, and airways. utilizing empirical analyses at the foundation of sound theoretical foundations, the writer exhibits how buyer relationships will be broadened, that means how buyers’ cross-buying habit may be motivated and the way consumers’ courting size and intensity, i.e. clients’ task and purchase-levels, could be expected. ultimately, he derives implications for study and practice.

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Additional info for Analytical CRM: Developing and Maintaining Profitable Customer Relationships in Non-Contractual Settings

Example text

Relationship length is defined as the duration of the buyer-seller relationship. Relationship depth is reflected in the frequency of service usage (product purchases) over time and customers’ decisions to upgrade and purchase higher margin products instead of lowcost variants. Relationship breadth is defined as customers’ cross-buying or "add-on" buying which reflects the number of additional/ different products or services purchased from a company over time (Bolton et al. 2004, p. 273). Whereas it was shown that a long relationship is not a guarantee for a profitable customer relationship, it seems obvious that without an ongoing customer relationship may it be very short - no purchases can be made by the customer.

2005). 1 Relationship Length Relationship length has by far received the most attention of all behavioral dimensions. 3. Thomas (2001) finds that the acquisition process has an impact on relationship length. However, she concludes this from model comparison of a model that includes the acquisition process and one that does not. The model that includes the acquisition process fits the empirical data of airline pilots’ membership in a service organization better. Verhoef and Donkers (2005) find that direct-mail, radio, and TV acquisition channels perform poorly on retention.

152) Therefore, it is imperative to (a) open up for a cross-disciplinary view and analyze the benefits that adjacent recent streams such as data-mining can add to the field of marketing and specifically ACRM in terms of predictive performance and (b) to disclose the danger of adhering too rigidly to established statistical models. Furthermore, the inherent limitations of mere transactional data need to be recognized and addressed. This is particularly evident when considering the problem of successful cross-selling.

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Analytical CRM: Developing and Maintaining Profitable by Markus Wübben (auth.)
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