Purpose – The profitability of individual customers can show substantial variation, both in money amounts and in margins (percentages). The literature suggests that larger customers have a higher customer profitability margin: a dollar in revenue from a large customer generates more profit...

Purpose – To investigate how business‐to‐business (B2B) firms view the opportunities and threats of the internet and determine which firms are most likely to gain from the internet. Design/methodology/approach – A nation‐wide survey of marketing, sales and MIS managers in B2B firms...

This paper illustrates how online databases, available from commercial vendors, can be used as the foundation for developing new business strategies. Emphasis is placed on the use of customer relationship management (CRM) ideas to identify new prospective customers for a high‐tech B2B firm....

Although relationship quality is recognized as a central construct in the relationship marketing literature, relatively little attention has been paid to the issues of: the dimensions of relationship quality, and the directional relationship between relationship quality and related service...

Purpose – This paper seeks to use the balanced scorecard approach to create a performance measurement tool for e‐CRM implementations, distinguishing the criteria which signify higher levels of success in e‐CRM for internet businesses. Design/methodology/approach – A performance...

Purpose – The purpose of this paper is to establish an integrated model of a service‐delivery system, customer relationship management (CRM), and customer satisfaction evaluation. The strategic objectives, such as the pursuit of key performances, the retention of customers, the provision of...

Purpose – This paper aims to investigate the trend and/or paradigm shift to relationship marketing as a dominant framework that has shaped the way in which relationships are understood, and also to consider how the understanding of relationships can be improved. Design/methodology/approach –...

Purpose – The purpose of this paper is to report on a study which aims to identify the characteristics and determinants of client sophistication within the UK corporate legal services market and to investigate its effect in determining the nature and essence of client‐solicitor...

Purpose – Discrete choice modeling has been discussed by both academics and practitioners as a means of analytical support for B2C relationship marketing. This paper aims to discuss applying this analytical framework in B2B marketing, with an example of cross‐selling high‐tech services to...

Purpose – The primary purpose of the present paper is to critically evaluate the extant literature on relational exchange, a fundamental driver of buyer‐seller relationship management in the twenty‐first century. Toward that goal, a meta‐analytic approach is employed to determine...