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1.
《Journal of Relationship Marketing》2013,12(3-4):41-58
Abstract Cross-selling is an old and valuable technique used by salespeople to increase order size and to transform single-product buyers into multi-product ones. More recently, cross-selling has evolved into a strategy for customer relationship management. This article starts with a discussion of the benefits and pitfalls of cross-selling as a strategy for customer development within the context of CRM, oriented towards increasing the firm's share of the customer wallet, broadening the scope of the relationship with the customer, and increasing customer retention. This discussion is followed by a review of some of the analytical tools for identifying prospects for cross-selling, and by a discussion of technological and organizational requirements for the successful implementation of cross-selling. 相似文献
2.
We use proprietary data to analyze the importance of retail banking relationships to commercial banks and their depositors when banks underwrite securities. We find lead underwriters’ retail customers benefit as they demand and end up with significantly more of the highly underpriced issues. We find it is actual underpricing beyond that predicted by grey markets that drive the differential demand from the lead bank retail clientele, suggesting that banks pass on information about underpriced initial public offerings to their retail depositors. We analyze banks’ incentives for such behavior and find evidence of banks benefiting through retail cross-selling—both brokerage accounts and consumer loans increase significantly. 相似文献
3.
《Journal of Financial Intermediation》2014,23(2):177-213
The importance of bank relationships for small firms’ ability to raise external finance is well-documented, yet the mechanism through which relationships improve access to capital markets has received little empirical attention. This paper uses hand-collected, proprietary data from a mid-sized bank in the United States to identify the channels that strengthen the relationship between a small business and its bank. In contrast to earlier work that focuses on the role of relationships in alleviating information and incentive problems in lending, I find that the source of value in relationship banking is not limited to enhanced monitoring. Exploiting a unique feature of this dataset, I examine two channels of relationship strength that directly measure the stream of non-lending profits generated from (1) the non-credit services cross-sold to the borrower, and (2) the additional bank clients referred by the borrower. I document that non-lending profitability empirically determines the risk-adjusted terms of lending. In models of loan price that already include both the bank’s proprietary risk rating and traditional risk proxies, non-lending profits significantly improve explanatory power and account for up to half of the total explained variation. Conditional on risk profile, a one-standard deviation increase in aggregate non-lending profits lowers the loan interest rate by 32 basis points and increases access to credit by 26%. 相似文献
4.
Social capital and cross-selling within financial holding companies in an emerging economy 总被引:3,自引:3,他引:0
Social capital is the goodwill available to individuals or groups from their network of relationships. It is widely believed
that social capital is useful in facilitating and governing hazardous transactions. But how social capital, in the context
of a financial holding company (FHC), actually facilitates cross-selling is unknown, especially in an emerging economy. This
article maintains that effective cross-selling requires an FHC to first access and accumulate comprehensive and tacit customer-specific
knowledge (the “where from” condition) and then share and leverage this knowledge to other applicable business opportunities
(the “where to” condition). The role of social capital and embedded ties is found to be critical to this process. Finally,
we argue that the major route for the effective cross-selling within an FHC is from the commercial banking division to the
underwriting division. Hypotheses are tested on the transactional data collected from Taiwan, and empirical results provide
broad support for our arguments.
Cheng-Min Chuang (PhD, University of Washington) is Professor of International Business at National Taiwan University. His research interests include international joint venture and cooperation, organization and coordination in multinational enterprise, knowledge transfer, and the internationalization of service industries, particularly in the contexts of Taiwan and other Asia Pacific areas. Chih-Pin Lin (PhD, National Taiwan University) is Assistant Professor at the Department of Business Administration, Aletheia University, Taiwan. His research focuses on the strategic alliance and the management of financial institutions and manufacturing firms in Taiwan. He is also interested in knowledge management in multinational enterprises. 相似文献
Chih-Pin Lin (Corresponding author)Email: |
Cheng-Min Chuang (PhD, University of Washington) is Professor of International Business at National Taiwan University. His research interests include international joint venture and cooperation, organization and coordination in multinational enterprise, knowledge transfer, and the internationalization of service industries, particularly in the contexts of Taiwan and other Asia Pacific areas. Chih-Pin Lin (PhD, National Taiwan University) is Assistant Professor at the Department of Business Administration, Aletheia University, Taiwan. His research focuses on the strategic alliance and the management of financial institutions and manufacturing firms in Taiwan. He is also interested in knowledge management in multinational enterprises. 相似文献
5.
The COVID-19 pandemic has prompted consumers to postpone in-store purchases and shift to online shopping, decreasing overall retail spending. As the global lockdown eases and shoppers return to offline stores and malls, shopping malls seek to facilitate in-store consumer experiences at entertainment facilities. Given the importance of entertainment facilities to the cross-selling revenue of shopping malls, we investigate the relationship between consumers' movie-watching and subsequent (hedonistic) grocery purchases. Our analysis of a panel database that includes transaction details at the consumer level shows that movie-watching is negatively correlated with consumer spending. Furthermore, consumers’ psychological states induced by content and contextual factors moderate the negative effect of movie-watching; after watching a fantasy (as compared to thriller) genre or watching a movie in a less crowded theater, consumers are more likely to make hedonic purchases at the supermarket. These findings provide theoretical and managerial implications for retail operators exploring cross-selling opportunities post-pandemic. 相似文献
6.
宋磊 《福建金融管理干部学院学报》2011,(3):60-64
电子商务数据挖掘与传统商业领域中的数据挖掘相比,具有便于客户掌握更多的动态信息、有助于形成完整信息化的基础、有利于企业形象的发展等独特性.可通过设计网站、优化页面,分析客户、驻留客户,制定方案、策略营销,比较服务、个性化推荐,适应需求、交叉销售等途径加强数据挖掘在电子商务系统中的应用. 相似文献
7.
Cross-selling: The power of embodied interactions 总被引:1,自引:0,他引:1
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9.
W.K. Wong S.Y.S. LeungZ.X. Guo X.H. ZengP.Y. Mok 《International Journal of Production Economics》2012,135(1):308-319
This paper presents a combined use of both RFID technology and product cross-selling system to perform cross- and up-selling for retail industry. In this study, two systems, namely the Smart Dressing System (SDS) enabled by RFID technologies, and Intelligent Product Cross-selling System (IPCS), have been developed. The SDS demonstrates a research endeavor in which, unlike the previous studies focusing on transactional data, customers' in-store data can be collected using RFID-enabled SDS and used for promoting or cross-selling new products to the customers effectively and efficiently. The IPCS, integrating a rule-based expert system and a fuzzy screening technique, can handle the difficulty of processing linguistic and categorical information to simulate fashion designers to recommend appropriate fashion product items for cross-selling effectively. The proposed systems are evaluated to execute the selling strategies more effectively, which in turn improve sales performance in fashion retail industry. 相似文献
10.
Operational efficiency is a central goal of service firms. The past decade witnessed the replacement of people with IT systems in service industries, yet the spotlight recently shifted to how frontline employees (FLEs) might perform a dual role by achieving sales and service goals simultaneously. This study examines the predictive ability of three well-established constructs (psychological climate perceptions, leader–member exchange, and employee self-efficacy) to model sales and service performance empirically across a range of service settings. The authors also examine the moderating impacts of environmental dynamism and employee experience, to identify the conditions in which climate, leader–manager exchange, and self-efficacy have greater or weaker impacts on FLEs' ability to meet both sales and service targets. The results indicate the significance of all three main effects in driving sales and service performance and support the moderating effects of environmental dynamism and experience. 相似文献