The Experts below are selected from a list of 14334 Experts worldwide ranked by ideXlab platform
Francis Buttle - One of the best experts on this subject based on the ideXlab platform.
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Customer Retention management processes: A quantitative study
European Journal of Marketing, 2006Co-Authors: Lawrence Ang, Francis ButtleAbstract:Purpose – Customer Retention has been a significant topic since the mid‐1990s, but little research has been conducted into management processes that are associated with excellent Customer Retention performance. This research investigates the associations between Customer Retention outcomes and a number of management processes including Customer Retention planning, budgeting and accountability and the presence of a documented complaints‐handling process.Design/methodology/approach – This is carried out using a quantitative survey of 170 companies in Australia. Participants represented all major standard industrial classification (SIC) codes.Findings – It was found that excellence at Customer Retention is positively and significantly associated with the presence of documented complaints‐handling processes. None of the other variables is significantly associated with the dependent variable.Research limitations/implications – This research has limited generalisability to other regions and the self‐report natu...
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Customer Retention management a reflection of theory and practice
Marketing Intelligence & Planning, 2002Co-Authors: Rizal Ahmad, Francis ButtleAbstract:Customer Retention is increasingly being seen as an important managerial issue, especially in the context of saturated market or lower growth of the number of new Customers. It has also been acknowledged as a key objective of relationship marketing, primarily because of its potential in delivering superior relationship economics, i.e. it costs less to retain than to acquire new Customers. This paper reports an investigation, through case studies, that is concerned with testing whether or not a theoretical position relating to strategies for retaining Customers reflects practices in four firms. The assumption is that generalised theories, which imply universal applicability, tend to overlook the distinctive impact of contextualised business conditions on effective Customer Retention strategies. The paper recommends that both theoreticians and managers should consider “business context” in developing and implementing Customer Retention strategies.
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Customer Retention: a potentially potent marketing management strategy
Journal of Strategic Marketing, 2001Co-Authors: Rizal Ahmad, Francis ButtleAbstract:The traditional marketing approach advocates the marketing mix principles and the quest for market share dominance through mass marketing techniques and a focus on new Customer acquisition. This approach has guided managers for decades in planning and implementing their marketing strategies. However, several authors have drawn attention to the inadequacies of the traditional marketing approach, which led to the birth of relationship marketing (RM). RM advocates supplier–Customer interaction and maintaining long-term relationships with a focus on Customer Retention. Customer Retention, in the traditional marketing approach, is however seen as the 'end' rather than the means to delivering long-term profitability to firms. This paper discusses key issues pertaining to Customer Retention management, namely its definition, forms of measure, benefits and potential strategies for application. It uses examples from a variety of contexts. It is proposed that Customer Retention should be part of the strategic marke...
Rizal Ahmad - One of the best experts on this subject based on the ideXlab platform.
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Customer Retention management a reflection of theory and practice
Marketing Intelligence & Planning, 2002Co-Authors: Rizal Ahmad, Francis ButtleAbstract:Customer Retention is increasingly being seen as an important managerial issue, especially in the context of saturated market or lower growth of the number of new Customers. It has also been acknowledged as a key objective of relationship marketing, primarily because of its potential in delivering superior relationship economics, i.e. it costs less to retain than to acquire new Customers. This paper reports an investigation, through case studies, that is concerned with testing whether or not a theoretical position relating to strategies for retaining Customers reflects practices in four firms. The assumption is that generalised theories, which imply universal applicability, tend to overlook the distinctive impact of contextualised business conditions on effective Customer Retention strategies. The paper recommends that both theoreticians and managers should consider “business context” in developing and implementing Customer Retention strategies.
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Customer Retention: a potentially potent marketing management strategy
Journal of Strategic Marketing, 2001Co-Authors: Rizal Ahmad, Francis ButtleAbstract:The traditional marketing approach advocates the marketing mix principles and the quest for market share dominance through mass marketing techniques and a focus on new Customer acquisition. This approach has guided managers for decades in planning and implementing their marketing strategies. However, several authors have drawn attention to the inadequacies of the traditional marketing approach, which led to the birth of relationship marketing (RM). RM advocates supplier–Customer interaction and maintaining long-term relationships with a focus on Customer Retention. Customer Retention, in the traditional marketing approach, is however seen as the 'end' rather than the means to delivering long-term profitability to firms. This paper discusses key issues pertaining to Customer Retention management, namely its definition, forms of measure, benefits and potential strategies for application. It uses examples from a variety of contexts. It is proposed that Customer Retention should be part of the strategic marke...
Bandar Barat - One of the best experts on this subject based on the ideXlab platform.
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Impact of Customer Retention Practices on Firm Performance
2013Co-Authors: Bandar BaratAbstract:Customer Retention has become the buzzword among both practitioners and academics due to its significant impact towards the improvement in firm performance. Though firm performance is normally evaluated using financial measures, this paper has utilized non-financial measure i.e. Customer satisfaction. This is due to the appropriateness of its application to measure performance of service-oriented (retail) firms. This study was conducted using mall-intercept surveys at AEON Perak, Malaysia whereby, it collected 200 completed questionnaires. Hierarchical regression analysis was employed to examine the impact of Customer Retention towards firm performance alongside with the demographic profiles as the moderator. Four dimensions of Customer Retention namely word-of-mouth, price insensitivity, repeat purchase and non-complaining behavior as well as demographic profiles are found to significantly influence firm performance (Customer satisfaction). Hence, it is recommended that practitioners should be more considerate towards enriching the said dimensions of Customer Retention in order to leverage its promising potential.
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investigation on the Customer Retention practices at a major retailer in malaysia
2013Co-Authors: Bandar BaratAbstract:Customer Retention is considered vital for the survival of firms due to its nature of multiplying firm’s yields merely with slight improvement in its practices. Review on past literatures indicates that studies on Customer Retention focuses more on the non-retailing sectors despite the retailing sector’s huge contribution towards the nation’s economic growth. In line with the importance of Customer Retention practice and deficiency of related literatures within the retailing sector, this study investigated Customer Retention practices at AEON (key retailer) in Malaysia. Factors that influence Customer Retention and its measures are the focal points of this study. Mall intercept surveys were carried out among 400 shoppers at four AEON outlets in the Northern Region of Malaysia. Findings indicated that switching costs borne by Customers and their membership with a retailer were the key contributors for AEON’s Customer Retention practice meanwhile AEON’s policy as well as interaction between AEON and Customers were the least significant contributors for the said practice. Accordingly, several implications were provided in line with the key findings of this study.
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Customer Retention practices among the major retailers in malaysia
2012Co-Authors: Bandar BaratAbstract:Since the last decade, many companies perceive the Retention of the Customer as a central topic in their management and marketing decisions. A firm can increase profits by 25-95 percent if it could improve its Customer Retention rates by 5 percent. A retained Customer will be loyal due to the attachment and commitment to the organization. This Customer will, then, recommend others to purchase and repurchase the companies’ products and services. Review on past literatures indicates that studies on Customer Retention concentrated more on the manufacturing sector over the retailing despite its growing importance as a major service subsector. This study explores literatures pertaining to the factors that influence Customer Retention and its measures at great length. Factors such as top management support, switching costs, perceived service quality, Customer satisfaction, interaction with Customers, pricing, membership and employees are found to significantly influence the Customer Retention rate while Customer Retention rate can be measured by evaluating their characteristics in terms of repeat purchases, willingness in spreading positive word of mouth (WOM) about the company to others, insensitiveness towards the changes in pricing of products and attitude of praising (not complaining). Based on the thorough literatures done, a theoretical framework is proposed and some possible recommendations are put forward for future researches.
Vanessa Liu - One of the best experts on this subject based on the ideXlab platform.
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A Contigency Theory for Online Customer Retention
Electronic Commerce, 1Co-Authors: Mohamed Khalifa, Moez Limayem, Vanessa LiuAbstract:Customer Retention, or repurchase, is one of the main factors that help to create and maintain the competitiveness and sustainability of an organization. With the proliferation of B2C electronic commerce, Retention has become even more important to Internet merchants who sell online, where Customers are provided with a wide variety of choices and competition is globally severe. As opposed to pageviews and click through ratios, repurchase provides a more revealing metric of the effectiveness of websites. It is therefore important to explain and identify the determinants of online Customer Retention. Previous IS research on online shopping mainly focused on adoption and usage issues. Very few studies, however, examined whether Customers made repurchases after they were attracted to and satisfied with the buying experience and product. In this study, we develop, operationalize and empirically test a model that explains online consumer Retention as measured by repurchase. Our findings demonstrated that the direct effect of satisfaction on repurchase is positively moderated by online shopping habit. This research also highlights and identifies specific factors affecting Customer Retention that should help practitioners in formulating the appropriate marketing strategies.
Gupta Sumeet - One of the best experts on this subject based on the ideXlab platform.
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ICIS - ONLINE Customer Retention : THE RESISTANCE TO CHANGE PERSPECTIVE
2007Co-Authors: Ee Hong Ng, Gupta SumeetAbstract:Many academics and practitioners have reiterated the importance of online Customer Retention in order to ensure long -term profitability. For this reason, a number of studies have identified various means and ends of developing Customer Retention with a greater emphasis on creating Customer loyalty . However, retaining Customers , especially in Internet , is very difficult because of the low search cost and low switching cost. This study offers a new conceptual framework for retaining online Customers based on theoretical foundations from status quo bias theory. Particularly, this study considers online Customer Retention from the perspective of Customer resistance to change. The empirical study of an Internet bookstore, conducted through an online survey reveals that trust, relative attractiveness and switching costs together influence Customer resistance to change. This study mainly contributes by identifying another approach for retaining online Customers, i.e. by creating resistance to cha nge .
