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...

Purpose – The main purpose of this paper is to review the related literature and propose a new decision‐support‐system (DSS) framework for marketing in the business‐to‐business (B2B) arena based on customer‐relationship management (CRM) and knowledge‐driven marketing to help...

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 – Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies. Design/methodology/approach – Scans the top 400 management publications in the world to identify the most topical issues and latest...

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...