Purpose – Although there is substantial practitioner evidence for changes in the role and functioning of sales in the twenty-first century, there is little academic research charting new directions for the sales function ...

In the early days of relationship marketing, its proponents argued for customer retention on the grounds that this would increase the lifetime value of the customer and, by extension, that this would increase overall ...

The issue of accountability in marketing has led to a substantial and growing body of work on how to value customer relationships. Net present value methods (customer lifetime value / customer equity) have emerged as ...

This exploratory study builds on previous sales leadership research by examining, comparing, and contrasting sales leaders’ and sales representatives’ perceptions of what leadership behaviours enable salesperson performance. ...

This study sought to contribute to the literature on key account management (KAM) relationships. In doing so, it aimed to address a number of gaps in the existing literature, particularly a noticeable lack of research into ...

Although strategic planning has been part of the management function for as long as anyone can remember, the emergence of key account plans as a critical subset of the marketing plan in business-to-business markets has ...

CRM (Customer Relationship Management) builds on the Relationship Marketing idea that lifetime relationships with customers are more profitable than short-term transactional relationships. However, subsequent work on the ...

Key account management (KAM) is a rapidly growing area of interest in business- to-business marketing. However, unnoticed by marketing, a quiet revolution has taken place in supply chain management (SCM), where the ...

The calculations which underlie efforts to balance marketing spending on customer acquisition and customer retention are usually based on either single- period customer profitability or forecasts of customer lifetime ...