Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development

By Peter C. Verhoef. 2003

1,661 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/bc9d0215b9385e9b607b300477b70faeb06fa863

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In Organizational Behavior and Human Resource Management

Citations in the corpus

Competing Loyalty Programs: Impact of Market Saturation, Market Share, and Category Expandability. (2009, background): “Finally, because of self-selected enrollment and time trend effects, researchers have argued that neither crosssectional nor longitudinal data alone can establish a clear causal relationship with regard to loyalty programs (Verhoef 2003).”
Exploring consumer‐brand relationship quality and identification (2012, background): “Most research has conceptualised the effects of relationship marketing on outcomes as fully mediated by one or more of the relational constructs of trust, commitment and/or satisfaction (Doney and Cannon, 1997; Morgan and Hunt, 1994; Verhoef, 2003).”
Customer relationship management and innovation capability: an empirical study (2010, background): “For instance, Verhoef (2003) and Lagrosen (2005) found that manufacturers can launch more new products and services into the marketplace by using information from clients regarding market preferences, market demands, and market competition.”
The Predictive Ability of Different Customer Feedback Metrics for Retention (2015, neutral): “1 We thank Onrust, Verhoef, Van Doorn, and Bügel (2014) for sharing these data.”
Developing an Effective Customer Loyalty Program (2006, background): “The first study found that customers’ relationship perception of a Dutch financial services loyalty program explained about 10 percent of the total variation in customer retention and customer share.(19) The second study found that members of a financial services loyalty program were generally less ”
Research Note - Privacy Concerns and Privacy-Protective Behavior in Synchronous Online Social Interactions (2013, background): “actual purchase behavior, Verhoef (2003) reported a”
Linking marketing capabilities with profit growth (2009, background): “First is a recognition that relationships with customers are more than a series of discrete transactions, with a relationship-level view being more likely to create profitable outcomes for suppliers and greater need satisfaction for customers (Dwyer, Schurr, & Oh, 1987; Verhoef, 2003).”
The Role of Relational Information Processes and Technology Use in Customer Relationship Management (2005, background): “Relational information processes, by driving quick and effective responses to customers through the use of relationship marketing instruments (Verhoef 2003), are likely to be positively associated with customer relationship performance.”