Linking Customer Assets to Financial Performance

By John E. Hogan, Donald R. Lehmann, M. Merino, Rajendra K. Srivastava, Jacquelyn S. Thomas, Peter C. Verhoef. 2002

216 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/660fd8c89bd81f7d34e2af914f7d77988466d54f

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In Organizational Behavior and Human Resource Management

Citations in the corpus

The effect of acquisition channels on customer loyalty and cross-buying (2005, background): “Our results indicate that the direct-mail acquisition channel performs poorly on retention and cross-selling, while radio and TV perform poorly for retention only.”
Customer Equity: Measurement, Management and Research Opportunities (2007, background): “The value of a lost customer (VLC) has been suggested by Hogan et al. (2002b) as,”
A Theory of Customer Valuation: Concepts, Metrics, Strategy, and Implementation (2018, background): “In this regard, studies have investigated customer asset valuation from various viewpoints such as firm valuation (Gupta, Lehmann, and Stuart 2004; Kumar and Shah 2009), customer management (Berger et al. 2002), and financial performance (Hogan et al. 2002), among others.”
Customers as assets (2003, background): “To the extent that this customer base forms a large part of a company’s overall value, it can provide useful insights to investors (Hogan et al., 2002; Kim, Mahajan, & Srivastava, 1995).”
Customer Metrics and Their Impact on Financial Performance (2006, unknown): “Hogan et al. (2002) also suggest more research in this direction.”
Using a customer-Level marketing strategy to enhance firm performance: A review of theoretical and empirical evidence (2005, background): “In the past, the literature has emphasized the need to tie marketing actions to firm performance measures (Day and Fahey 1988; Hogan et al. 2002; Srivastava et al. 1998; Srivastava, Shervani, and Fahey 1999).”
A Customer Lifetime Value Framework for Customer Selection and Resource Allocation Strategy (2004, background): “Given the assumed link between CLV and firm profitability (Hogan et al. 2002), these are important issues.”
The Long-Term Stock Market Valuation of Customer Satisfaction (2008, unknown): “What is the potential incremental impact of such intangible assets on the measurement of firm performance? Marketers have recently proposed that much of the problem with predicting firm performance is that the models analysts use lack intangible and nonfinancial customerbased metrics (Gupta, Lehmann”
Customer Satisfaction and Stock Prices: High Returns, Low Risk: (2006, background): “Such reasoning is in concert with financial valuation theory in that customer relationships can be expressed in terms of net present value (Blattberg and Deighton 1996; Hogan et al. 2002; Rust and Keiningham 1994; Venkatesan and Kumar 2004).”
The Diffusion of Services (2009, background): “As firms aim to better understand the economic value they give to their shareholders, there is increasing interest in the marketing–finance interface in general (e.g., Hogan et al. 2002; Kumar and Petersen 2005).”
Quantifying the Ripple: Word-of-Mouth and Advertising Effectiveness (2004, background): “As we will demonstrate, this undervaluation (resulting from not taking customer interactions such as word-of-mouth into account) can be considerable and hence can significantly bias decisions regarding how much to spend on advertising campaigns.”