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Author Malhotra, Naresh K., author
Title Relationship marketing re-imagined : marketing's inevitable shift from exchanges to value cocreating relationships / Naresh K. Malhotra, Can Uslay, and Ahmet Bayraktar
Imprint New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, 2016
book jacket
Edition First edition
Descript 1 online resource (xii, 162 pages)
text rdacontent
computer rdamedia
online resource rdacarrier
Series Marketing strategy collection, 2150-9662
Marketing strategy collection. 2150-9662
Note Includes bibliographical references (pages 135-157) and index
1. Introduction -- 2. What is relationship marketing? -- 3. B2B relationship marketing -- 4. B2C relationship marketing -- 5. Internal relationship marketing -- 6. Building brand equity through relationship marketing -- 7. Customer relationship management analytics -- 8. Future of relationship marketing -- Notes -- References -- Index
Access restricted to authorized users and institutions
Marketing is arguably amidst a paradigm shift. Marketing orientation is shifting away from creating exchanges (sales) to creating value (satisfaction) and relationships (cocreating value). Ultimately, the main objective of all marketing activities is value creation. In vast majority of cases, value is cocreated by several agents, especially the marketers and customers. From a value cocreation perspective, a single transaction can blossom to a process in which the customer and the marketer collaborate (rather than negotiate) for best total value through products, features, delivery terms, maintenance, and financing options for both business-to-business (B2B) as well as business-to-consumer (B2C) markets. Marketers increasingly need to develop and maintain long-term, win-win relationships with customers, distributors, dealers, suppliers, competitors, and other external influencers such as governments, media, nonprofit organizations, and pressure groups. In this book, we advocate an approach for managing customer relationships based on the use of the customer lifetime value (CLV) metric. Our premise is that measuring and maximizing CLV benefits not only marketers but also customers in measurable and concrete ways. However, in order to fully unlock the potential of the CLV metrics, it is instructive to be exposed to the history and conceptualization of relationship marketing, its three main types (B2B, B2C, and internal), and the nature of loyalty and rewards programs. We conclude with a discussion on the future of relationship marketing and the frontiers of value cocreation. Cases that illustrate the essence of each chapter along with key points to ponder and take-aways are presented therein
Title from PDF title page (viewed on May 12, 2016)
Electronic reproduction. Ann Arbor, MI : ProQuest, 2016. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries
Link Print version: 9781631574337
Subject Relationship marketing
B2B relationships
B2C relationships
customer lifetime value
customer loyalty
customer relationship management
customer satisfaction
electronic relationship marketing
internal marketing
loyalty and rewards programs
mindful relationship marketing
relationship marketing
value cocreation
Electronic books
Alt Author Uslay, Can, 1973-, author
Bayraktar, Ahmet., author
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