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A Strategic Framework for Customer Relationship Management
In this article, the authors develop a conceptual framework for customer relationship management (CRM) that helps broaden the understanding of CRM and its role in enhancing customer value and, as aExpand
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Diagnosing Customer Value: Integrating the Value Process and Relationship Marketing
The concept of value and, more specifically, customer value is of increasing interest to both academics and practitioners. This paper undertakes a substantial review of past and current literature onExpand
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Value propositions as communication practice: Taking a wider view
Abstract The aim of this article is to examine the concept and functioning of value propositions, seen through a service-dominant logic (S-D) lens. The variety of perspectives used to understandExpand
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Customer Relationship Management: from Strategy to Implementation
This article examines Customer Relationship Management, or CRM, from the perspective of strategy formulation and implementation. We commence by reviewing the origins and role of CRM and highlightingExpand
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Relationship Marketing: Bringing Quality, Customer Service and Marketing Together
Part 1 Relationship marketing: developing a relationship strategy quality as a competitive strategy monitoring service quality performance the transition to quality leadership managing relationshipExpand
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Customer relationship management in financial services: towards information-enabled relationship marketing
Relationship marketing is concerned with how organizations manage and improve their relationships with customers for long-term profitability. Customer relationship management (CRM), which is becomingExpand
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A stakeholder perspective of the value proposition concept
Purpose – The value proposition concept and the stakeholder perspective have received relatively little attention within Service‐Dominant (S‐D) logic. This paper sets out to explore valueExpand
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Relationship Marketing: Creating Stakeholder Value
Relationship Marketing: Creating Stakeholder Value extends the analysis of the change in the marketing rationale from a crude concern for increased market share to a strategy aimed at creatingExpand
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Towards the ‘perfect’ customer experience
The aim of customer experience management is to enhance relationships with customers and build customer loyalty. Research suggests, however, that service quality and customer satisfaction mayExpand
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Managing Co�?Creation Design: A Strategic Approach to Innovation
A co-creation design framework is developed, which incorporates multiple design dimensions and categories that can reveal new co‐creation opportunities, especially when many possible options are available. Expand
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