When Acquisition Spoils Retention: Direct Selling vs. Delegation Under CRM
Published Online:3 Jun 2011https://doi.org/10.1287/mnsc.1110.1344
References
- Long-run effects of promotion depth on new versus established customers: Three field studies. Marketing Sci. (2004) 23(1):4–20Link, Google Scholar
- Price stickiness and customer antagonism. Quart. J. Econom. (2010) 125(2):729–765Crossref, Google Scholar
- Online/in-store integration and customer retention. J. Service Res. (2005) 7(4):313–327Crossref, Google Scholar
- Delegating pricing decisions. Marketing Sci. (2001) 20(2):143–169Link, Google Scholar
- Manage marketing by the customer equity test. Harvard Bus. Rev. (1996) 74(4):136–144Google Scholar
- Linking customer management effort to customer profitability in business markets. J. Marketing Res. (2004) 41(4):433–447Crossref, Google Scholar
- Cost structure, customer profitability, and retention implications of self-service distribution channels: Evidence from customer behavior in an online banking channel. Management Sci. (2010) 56(1):4–24Link, Google Scholar
- Salesforce incentives, market information, and production/inventory planning. Management Sci. (2005) 51(1):60–75Link, Google Scholar
- Channel coordination mechanisms for customer satisfaction. Marketing Sci. (1995) 14(4):343–359Link, Google Scholar
- Turning data into dollars. Computerworld (2004) September 20). http://www.computerworld.com/s/article/95954/Turning_Data_Into_DollarsGoogle Scholar
- Customer retention is not enough. J. Consumer Marketing (2005) 22(2):101–105Crossref, Google Scholar
- Effects of relationships marketing on satisfaction, retention, and prices in the life insurance industry. J. Marketing Res. (1987) 24(4):404–411Crossref, Google Scholar
- Contracting, gatekeepers, and unverifiable performance. RAND J. Econom. (2002) 33(4):723–740Crossref, Google Scholar
- Digital services play a key part in customer acquisition and retention. (2009) . White paper, IDC Financial Insights, Framingham, MA. http://www.adobe.com/financial/pdfs/idc_digitalservices.pdfGoogle Scholar
- Resolving double moral hazard problems with buyout agreements. RAND J. Econom. (1991) 22(2):232–240Crossref, Google Scholar
- Retail bank customer preferences: Personal and remote interactions. Internat. J. Retail Distribution Management (2003) 31(4):177–189Crossref, Google Scholar
- Customer lifetime valuation to support marketing decision making. J. Direct Marketing (1989) 11(4):6–13Crossref, Google Scholar
- RFM and CLV: Using iso-value curves for customer base analysis. J. Marketing Res. (2005) 42(4):415–430Crossref, Google Scholar
- Retaining customers in UK financial services: The retailers' tale. Service Indust. J. (2005) 25(8):1029–1044Crossref, Google Scholar
- Acquiring and retaining customers in UK banks: An exploratory study. J. Retailing Consumer Services (2008) 15(1):9–21Crossref, Google Scholar
- Do we care what others get? A behaviorist approach to targeted promotions. J. Marketing Res. (2002) 39(3):277–291Crossref, Google Scholar
- Dynamic targeted promotions: A customer retention and acquisition perspective. J. Service Res. (2004) 7(1):3–19Crossref, Google Scholar
- Trust and commitment influences on customer retention: Insights from business-to-business services. J. Bus. Res. (2005) 58(2):126–140Crossref, Google Scholar
- Impact of sales promotions on when, what, and how much to buy. J. Marketing Res. (1988) 25(4):342–355Crossref, Google Scholar
- Valuing customers. J. Marketing Res. (2004) 41(1):7–18Crossref, Google Scholar
- Customer satisfaction incentives. Marketing Sci. (1994) 13(4):327–350Link, Google Scholar
- Operational drivers of customer loyalty in electronic retailing: An empirical analysis of electronic food retailers. Manufacturing Service Oper. Management (2001) 3(3):264–271Link, Google Scholar
- Multitask principal-agent analysis: Incentive contracts, asset ownership, and job design. J. Law, Econom., Organ. (1991) 7(Special Issue):25–52Google Scholar
- On the optimality of delegating pricing authority to the sales force. J. Marketing (2001) 65(1):62–70Crossref, Google Scholar
- Monitoring and incentives in sales organizations: An agency-theoretic perspective. Marketing Sci. (1998) 17(2):107–123Link, Google Scholar
- Designing optimal sales contests: A theoretical perspective. Marketing Sci. (2001) 20(2):170–193Link, Google Scholar
- Salesforce compensation scheme and consumer inferences. Management Sci. (2003) 49(5):655–672Link, Google Scholar
- Delegating pricing responsibility to the sales force. Marketing Sci. (1986) 5(2):159–168Link, Google Scholar
- The influence of loyalty programs and short-term promotions on customer retention. J. Marketing Res. (2004) 41(3):281–292Crossref, Google Scholar
- Designing sales contests: Does the prize structure matter? J. Marketing Res. (2009) 46(3):356–371Crossref, Google Scholar
- Competition to retain customers. Marketing Sci. (1994) 13(2):165–176Link, Google Scholar
- Centralized pricing versus delegating pricing to the salesforce under information asymmetry. Marketing Sci. (2004) 23(1):21–27Link, Google Scholar
- Delegating pricing decisions in competitive markets with symmetric and asymmetric information. Marketing Sci. (2005) 24(3):490–497Link, Google Scholar
- Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effort of customer characteristics. J. Marketing Res. (2001) 38(1):131–142Crossref, Google Scholar
- How much should you invest in each customer relationship? A competitive strategic approach. Marketing Sci. (2009) 28(3):555–565Link, Google Scholar
- Delegation and incentive compensation. Accounting Rev. (2002) 77(2):379–395Crossref, Google Scholar
- Competitive promotional strategies. J. Bus. (1988) 61(4):427–449Crossref, Google Scholar
- When acquisition spoils retention. Drilling down newsletter 53. (2005) . Accessed May 12, 2011, http://www.jimnovo.com/newsletter-1-2005.htmGoogle Scholar
- Modeling browsing behavior at multiple websites. Marketing Sci. (2004) 23(3):280–303Link, Google Scholar
- Modeling customer relationships as Markov chains. J. Interactive Marketing (2000) 14(2):43–55Crossref, Google Scholar
- The effects of brand loyalty on competitive price promotional strategies. Management Sci. (1990) 36(3):276–304Link, Google Scholar
- Compensating heterogeneous salesforces: Some explicit solutions. Marketing Sci. (1990) 9(4):319–341Link, Google Scholar
- The loyalty effect—The relationship between loyalty and profits. Eur. Bus. J. (2000) 12(4):134–139Google Scholar
- Balancing acquisition and retention resources to maximize customer profitability. J. Marketing (2005) 69(1):63–79Crossref, Google Scholar
- Understanding service retention within and across cohorts using limited information. J. Marketing (2008a) 72(1):82–94Crossref, Google Scholar
- A bivariate timing model of customer acquisition and retention. Marketing Sci. (2008b) 27(5):829–843Link, Google Scholar
- Customer satisfaction and loyalty in online and offline environments. Internat. J. Res. Marketing (2003) 20(2):153–176Crossref, Google Scholar
- Why are bad products so hard to kill? Management Sci. (2010) 56(7):1161–1179Link, Google Scholar
- Multitask agency and contract choice: An empirical exploration. Internat. Econom. Rev. (1996) 37(2):465–486Crossref, Google Scholar
- A methodology for linking customer acquisition to customer retention. J. Marketing Res. (2001) 38(2):262–268Crossref, Google Scholar
- Recapturing lost customers. J. Marketing Res. (2004) 41(1):31–45Crossref, Google Scholar
- A customer lifetime value framework for customer selection and resource allocation strategy. J. Marketing (2004) 68(4):104–125Crossref, Google Scholar
- Understanding the effect of customer relationship management efforts on customer retention and customer share development. J. Marketing (2003) 67(4):30–45Crossref, Google Scholar
- Customer relationship management in competitive environments: The positive implications of a short-term focus. Quant. Marketing Econom. (2007) 5(2):99–129Crossref, Google Scholar

