Managing customer profitability using portfolio matrices

Managing Customer Relationships for Profit: The Dynamics of RelationshipQuality

Kaj Storbacka, Tore Strandvik, Christian Grönroos · International Journal of Service Industry Management · 1994 · 1.2K citations

Business, Marketing, Marketing Management +14

Do Customer Loyalty Programs Really Work

Grahame R. Dowling, Mark Uncles · Sloan management review · 1997 · 1K citations

Business, Marketing, Marketing Management +12

Why Satisfied Customers Defect

Thomas O. Jones · Journal of Management in Engineering · 1996 · 815 citations

Business, Marketing, Marketing Management +12

The loyalty effect: the hidden force behind growth, profits, and lasting value

Choice Reviews Online · 1996 · 530 citations

Business, Marketing, Marketing Management +14

The Customer Pyramid: Creating and Serving Profitable Customers

Valarie A. Zeithaml, Roland T. Rust, Katherine N. Lemon · California Management Review · 2001 · 490 citations

Business, Marketing, Marketing Management +11