Customer relationship management: Finding value drivers

Despite significant interest from both academicians and practitioners, customer relationship management (CRM) remains a huge investment with little measured payback. Intuition suggests that increased management of customer relationships should improve business performance, but this intuition has only inconsistent empirical or real world support. To remedy this situation, this study identifies a core group of expected CRM benefits and examines their ability to increase a firm's value equity, brand equity and relationship equity which are components of customer equity. Ten propositions explore the anticipated effects of these drivers and form an agenda for future research. These propositions establish a framework for measuring CRM and supporting the link between CRM and performance.     

To invest, or not to invest, in brands? Drivers of brand relevance in B2B markets

When allocating resources to brand investments, managers should consider the relevance of brands to the purchase decision process. Past research on consumer markets shows that brand relevance generally is driven by three functions: image benefits as well as information cost and risk reductions. This study is the first to investigate these underlying mechanisms of brand relevance in a business-to-business setting. Our main contribution is that, in contrast with consumer markets, brand relevance in industrial markets depends primarily on risk and information cost-reducing effects. Therefore, business-to-business firms should invest in their brands using tactics that support the reduction of risk and information search costs for customer decision making. This article also demonstrates that brand relevance differs across product categories, such that depending on the specific category, investing in brands may or may not be a promising strategy.     

It ain't over 'til it's over: Evaluating reacquisition opportunities in business-to-business markets

Using a qualitative critical incident research technique, this paper examines how sales firms evaluate defected customers in order to determine their worthiness for reacquisition. Findings from interviews with fifty professional salespeople suggest that, when sales firms assess reacquisition opportunities, these opportunities are evaluated based on the likelihood of reacquisition and the value of the customer (i.e., ease of reacquisition and value of the customer). Salespeople report that the barriers to reacquisition, leveraging remaining customer relationship and investigating their own value-adding capabilities are critical in determining the ease of reacquisition. In addition, salespeople report that account size, profitability, market influence and cross-selling potential are fundamental in determining the value of a customer. Furthermore, the importance of ease and value in reacquisition assessments varies with (1) the reason for the customer defection, (2) the formalization of a firm's reacquisition process, and (3) market opportunities. Managerial implications and future research directions are discussed.     

建设女装强势品牌须重视情感定位

当消费者与品牌之间建立了情感关系,消费者就有了对品牌的忠诚度,从而有了支撑品牌生存的根本。阐述了女装强势品牌更应定位于情感;情感定位要求发展品牌个性;定位于情感的女装品牌能否成功的关键在于"文化";女装品牌如何与消费者发生情感共鸣。     

基于信息经济学视角的品牌资产生成研究

目前，国内外品牌资产的研究大都从企业或消费者单一角度出发，对品牌资产概念和外延体系及其品牌资产管理模式等方面进行研究，对品牌资产生成的研究甚为罕见。本文从信息经济学中信号理论的观点出发，对在品牌资产生成中信息传递的特殊作用、传递机理以及品牌资产生成路径进行了系统的分析，并首次提出只有建立企业与消费者的互动关系，企业与消费者才能最有效地传递和解读双方所发出的品牌信号，使得品牌信号的信息含量最充分地在企业和消费者之间传递，从而使品牌资产得以生成并在不断演进中增值。     

Portfoliomanagement: Optimale Energiebeschaffung unter Berücksichtigung von Risiken

In the past, Energy Utility Companies (EUC) in Germany bought their electricity demand with a strategy that used planned sales volumes as control factor for procurement. However, this approach has the disadvantage that the open position defined as the difference between electricity sold to the customer and electricity bought at the wholesale market is not monitored. Thus, the price risk is measured incorrectly. To avoid these unnecessary risks, we propose that optimal portfolio management in liberalised energy markets should constantly monitor electricity sales volumes and electricity bought. This approach has the advantage that the open position and thus the price risk can be computed continuously and can thus be managed and monitored. However, higher data requirements have to be fulfilled when this strategy is applied. Nonetheless, the process is manageable with modern IT-systems. The main ideas in this paper can be transferred to the gas market.     

How employees engage with B2B brands on social media: Word choice and verbal tone

Marketing scholars and practitioners are keenly interested in brand engagement in social media because brand engagement has strong links to brand equity. However, much of the marketing literature focuses on customer brand engagement and often in a consumer market setting. This paper advances this literature in two ways by (1) focusing on employees, not customers, as important stakeholders who frequently engage with brands on social media, and by (2) observing brand engagement in a business-to-business context. We develop a conceptual framework based on a theory of word choice and verbal tone to understand the content of engagement observations (i.e., reviews) that breaks into five content dimensions—activity, optimism, certainty, realism, commonality—and four calculated dimensions—insistence, embellishment, variety, and complexity. Then, we examine over 6300 job reviews authored by employees of B2B firms to explore the differences in the way employees engage with both highly-ranked, and -rated brands versus low-ranked and -rated brands. We find that there are significant differences in nearly all the theoretical dimensions, yet the effect sizes are much larger between high versus low review ratings compared to high versus low B2B brand ranking. We close with some important managerial implications and future research directions.     

关于服饰类奢侈品牌的品牌忠诚度建设探究——以中国奢侈品市场的消费者为例

著名品牌战略专家David Aaker提出了品牌五大资产,即品牌忠诚、品牌知名、品质认知、品牌联想和专有资产。这些资产的总和构成了企业的品牌资产,它可以提升一个产品或服务的价值。其中,品牌忠诚在品牌资产中占有特殊的地位,它是顾客价值和企业价值的载体[1]。随着市场经济的发展,品牌竞争的时代已经到来。品牌忠诚作为企业资产的重要组成部分,可以为企业带来切实的利润增长和竞争优势。任何品牌想要长久立于不败之地,培育消费者长期的品牌忠诚是有效途径,这就需要品牌企业准确地分析行业特征和目标客户群,不断地维护和提升目标消费者的品牌忠诚度。     

An Approach to Assess the Importance of Brand Equity in Acquisition Decisions

Many firms acquire other firms with well-known and proven brands to hedge against the high costs and risks of new product development. A critical question in these acquisition decisions involves the assessment of the importance of brand equity to the acquiring firm. Since the brand equity benefits can vary by firm (and also by the decision maker within a firm) a critical question is how can one systematically decipher the effect of brand equity in acquisition decisions. Using the balance model [8,15], Vijay Mahajan, Vithala Rao, and Rajendra Srivastava present a methodology to determine the importance of brand equity in acquisition decisions. By capturing the idiosyncratic perceived importance of brand equity of every decision maker involved in acquisition decisions, the methodology enables members of a committee within a firm to understand and reconcile their differences in evaluating potential acquisitions. This methodology is applied in a pilot study for the all-suites segment of the hotel industry with data collected from senior executives of five major hotel chains. The authors also discuss benefits, limitations, and further extensions of the suggested approach.     

The moderating effect of brand strength in manufacturer–reseller relationships

This study investigates the moderating effect of brand strength in manufacturer–reseller relationships. The business marketing literature has not previously addressed brand strength differences. This research tests these brand strength differences on a conceptual framework consisting of pathways from manufacturer brand benefits (manufacturer support, brand equity and customer expectations) to reseller relationship outcomes. A multi-group structural equation analysis shows that there are no differences in the manufacturer brand support and brand equity effects on reseller satisfaction between major and minor brands. However customer expectations are important when resellers evaluate minor brands, but not for major brands. Furthermore, the findings show that resellers of minor brands are more committed to and more likely to trust manufacturers of minor brands.     

Industrial brand value and relationship performance in business markets — A general structural equation model

This paper develops a general model of industrial brand value and relationship performance in business-to-business markets from the perspectives of consumer and industrial marketing literature. The structural equation model integrates the analysis of industrial brand value and relationship performance. The model describes the extent to which supplier-buyer transaction performance is influenced by the eight important factors: supplier competence, purchasing value, customer satisfaction, switching cost, brand trust and loyalty, relationship quality, commitment, and transactional performance.The general model is applied to organizational buyer groups of comprehensive industrial markets (Electronics, Chemicals, Equipment, etc). The analysis finds that supplier competence directly affects purchasing value and customer satisfaction, and via purchasing value and customer satisfaction, it indirectly affects commitment, switching cost, brand trust and loyalty. The managerial implications of the study results are also discussed.     

Linking customer lifetime value with shareholder value

The measurement of customer lifetime value has become a key issue for developing and maintaining long-term profitable customer relationships. It plays a significant role in customer acquisition and retention decisions. Given the growing importance of creating value for shareholders, market strategies have to be evaluated by their capacity to achieve this goal. Accordingly, both the acquisition and maintenance of customers must result in superior cash flows and augmented shareholder value. However, little attention has been paid to the link between customer lifetime value and shareholder value. The authors of this paper provide a conceptual framework for linking customer lifetime value to shareholder value. It is argued that customers have to be treated as assets that increase shareholder value by accelerating and enhancing cash flows, reducing cash flow volatility and vulnerability and increasing the residual value of the firm.     

Designing Visual Recognition for the Brand*

The present paper examines how companies strategically employ design to create visual recognition of their brands' core values. To address this question, an explorative in‐depth case study was carried out concerning the strategic design efforts of two companies: Nokia (mobile phones) and Volvo (passenger cars). It was found that these two companies fostered design philosophies that lay out which approach to design and which design features are expressive of the core brand values. The communication of value through design was modeled as a process of semantic transformation. This process specifies how meaning is created by design in a three‐way relation among design features, brand values, and the interpretation by a potential customer. By analyzing the design effort of Nokia and Volvo with the help of this model, it is shown that control over the process of semantic transformation enabled managers in both companies to make strategic decisions over the type, strength, and generality of the relation between design features and brand values. Another result is that the embodiment of brand values in a design can be strategically organized around lead products. Such products serve as reference points for what the brand stands for and can be used as such during subsequent new product development (NPD) projects for other products in the brand portfolio. The design philosophy of Nokia was found to depart from that of Volvo. Nokia had a bigger product portfolio and served more market segments. It therefore had to apply its design features more flexibly over its product portfolio, and in many of its designs the relation between design features and brand values was more implicit. Six key drivers for the differences between the two companies were derived from the data. Two external drivers were identified that relate to the product category, and four internal drivers were found to stem from the companies' past and present brand management strategies. These drivers show that the design of visual recognition for the brand depends on the particular circumstances of the company and that it is tightly connected to strategic decision making on branding. These results are relevant for brand, product, and design managers, because they provide two good examples of companies that have organized their design efforts in such a way that they communicate the core values of their brands. Other companies can learn from these examples by considering why these two companies acted as they did and how their communication goals of product design were aligned to those of brand management.     

Improving the quality of corporate technical planning: dynamic analogues of QFD

This paper proposes a forecasting methodology based on a combination of QFD and S-curve analysis, In process industries there is a need to strengthen the linkages between process attributes, product attributes, and customer requirements. Industry planning processes accept the relationship between technological positioning, project portfolios, and market life cycles, but specific methods are seldom discussed.
QFD(Quality Function Deployment) can be used to translate customer requirements into product specifications and in turn to specify the process capabilities required to meet those customer requirements. The paper recommends that managements use analogues of QFD adapted to the need for dynamic changes in process capability.
This approach would focus on the interaction between key variables of customer requirements and the technological capabilities of the firm and its competitors, at present and in the future. Historical industry-wide capabilities would be projected through S-curve analysis, while customer requirements can be related to these capabilities through information from QFD studies focused on future customer requirements. Because of their potential complexity, these analyses should deal with only a very limited number of interacting attributes and special care should be given to the management of their implementation.     

Do early birds get the returns? An empirical investigation of early‐mover advantages in acquisitions

We explore whether pioneering advantages exist for early‐mover acquirers in industry acquisition waves by examining both combined (target and acquirer) and acquirer stock returns. Combined abnormal returns are higher for acquisitions that occur at the beginning of acquisition waves. However, for acquirers' returns, only strategic pioneers—those acting in manners consistent with having superior information—capture significant advantages. Specifically, early‐mover acquirers who realize superior stock returns are those that conduct acquisitions in related industries, during industry expansionary phases, and finance their acquisitions as financial theory suggests they should when they possess an informational advantage—with cash. Our findings extend the first‐mover literature to corporate practices and link these practices to acquisition returns. Copyright © 2004 John Wiley & Sons, Ltd.     

每一个玩具都有一个故事

我们这代人大多数在童年时都没有玩过买的玩具,就是有也不过一两样。就是因为这个,我的老公常常转着圈指着女儿的玩具说：“看看你有多少玩具,怎么还要买玩具呢？”每到这时我总是要笑他,而后告诉他：弦子的玩具恐怕也和爱美女人的衣服、爱美男人的领带一样,永远也不够。     

Leveraging brand equity in business-to-business mergers and acquisitions

Every acquisition provokes a branding decision—should the acquirer absorb the acquired business by renaming it under its own name to convey to the market that ownership and the way of doing business has changed, or should it allow the acquired company to continue trading under its old name so as to avoid damage to its existing customer franchise? This is a complex management decision but one which apparently receives little attention. This paper draws on the B2B branding and M&A literatures to create a model of brand equity transfer. The model assumes that rebranding of an acquired company under the name of the new parent can yield positive benefits if the new parent has higher brand equity than the acquired company. A case study of an acquisition of a national construction materials company by a larger international group provides an illustration of the transfer process.     

Virtual Customer Environments: Testing a Model of Voluntary Participation in Value Co-creation Activities

An increasing number of firms are hosting virtual customer environments (VCEs) to involve their customers in product development and product support activities. While the benefits to companies from hosting such VCEs are clear, another closely related issue has received far less attention: Why do customers participate voluntarily in value cocreation (here, product support) activities in such virtual customer environments? This study seeks to answer this question by developing and testing a conceptual model that draws on the uses and gratifications approach to consider an integrated set of four benefits that customers gain from their interactions in VCEs. The research model also incorporates the interaction‐based antecedents of these customer benefits. Drawing on concepts and insights from the areas of computer‐mediated communication and brand communities, the key characteristics of customers' interactions in the VCE are identified and related to the aforementioned four types of benefits. The study hypotheses are tested using data collected from customer participants of the VCEs of two firms, Microsoft and IBM. The dependent variable, customers' actual participation in the VCE, is operationalized as a time‐lagged variable, and the data for this are sourced from the Netscan database. Results offer strong support for the model and indicate that customers' participation in product support activities in a VCE is motivated not just by their “citizenship” or norm‐related behavior but stems primarily from their beliefs concerning the benefits of engaging in such activities. Results also show the impact of key interaction characteristics of VCEs on such perceived benefits and imply the need for firms to carefully design their VCEs to enhance customers' perceptions regarding potential benefits. The research model and the findings hold important implications for research and practice in customer coinnovation and product development. The model provides the basis for identifying the appropriate set of VCE design features. Companies can test the efficacy of their VCE design features by focusing on how such features augment the four types of benefits discussed and thereby ensure continued customer participation. The study findings also hold broader implications for practice in the customer relationship management area, particularly with regard to the potential to combine customers' VCE interactions with appropriate offline product‐related activities and to view the VCE as an integral element of the firm's overall customer relationship management initiative.     

营销是门技术活

在海量的信息数据中,如何才能找到最终的消费者?在庞杂的信息噪音中,如何才能让品牌和消费者对话?营销需要故事,需要品牌,需要广告,需要消费者忠诚度,需要很多很多。如今,营销更需要技术的支撑。广告要精准,要有效果。于是,推荐引擎、搜索引擎优化、点击效果付费、消费者跟踪、客户行为分析等等基于数据的分析工具成了     

Who does private equity buy? Evidence on the role of private equity from buyouts of divested businesses

Research Summary: We examine the role of nonventure private equity firms in the market for divested businesses, comparing targets bought by such firms to those bought by corporate acquirers. We argue that a combination of vigilant monitoring, high‐powered incentives, patient capital, and business independence makes private equity firms uniquely suited to correcting underinvestment problems in public corporations, and that they will therefore systematically target divested businesses that are outside their parents’ core area, whose rivals invest more in long‐term strategic assets than their parents, and whose parents have weak managerial incentives both overall and at the divisional level. Results from a sample of 1,711 divestments confirm these predictions. Our study contributes to our understanding of private equity ownership, highlighting its advantage as an alternate governance form. Managerial Summary: Private equity firms are often portrayed as destroyers of corporate value, raiding established companies in pursuit of short‐term gain. In contrast, we argue that private equity investors help to revitalize businesses by enabling investments in long‐term strategic resources and capabilities that they are better able to evaluate, monitor, and support than public market investors. Consistent with these arguments, we find that when acquiring businesses divested by public corporations, private equity firms are more likely to buy units outside the parent's core area, those whose peers invest more in R&D than their parents, and those whose parents have weak managerial incentives, especially at the divisional level. Thus, private equity firms systematically target those businesses that may fail to realize their full potential under public ownership.