Kumar, V.; Venkatesan, Rajkumar; Bohling, Tim; … - In: Marketing Science 27 (2008) 4, pp. 585-599
Customer management activities at firms involve making consistent decisions over time, about: (a) which customers to select for targeting, (b) determining the level of resources to be allocated to the selected customers, and (c) selecting customers to be nurtured to increase future...