Customer metrics and their impact on financial performance

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Analytics

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Creator
  • Gupta, Sunil
    • Other Affiliation: Harvard Business School, 179 Morgan, Soldiers Field, Boston, Massachusetts 02163
  • Zeithaml, Valarie
    • Affiliation: Kenan-Flagler Business School
Abstract
  • The need to understand the relationships among customer metrics and profitability has never been more critical. These relationships are pivotal to tracking and justifying firms’ marketing expenditures, which have come under increasing pressure. The objective of this paper is to integrate existing knowledge and research about the impact of customer metrics on firms’ financial performance. We investigate both unobservable or perceptual customer metrics (e.g., customer satisfaction) and observable or behavioral metrics (e.g., customer retention and lifetime value). We begin with an overview of unobservable and observable metrics, showing how they have been measured and modeled in research. We next offer nine empirical generalizations about the linkages between perceptual and behavioral metrics and their impact on financial performance. We conclude the paper with future research challenges.
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Resource type
  • Article
Rights statement
  • In Copyright
Journal title
  • Marketing Science
Journal volume
  • 25
Journal issue
  • 6
Page start
  • 718
Page end
  • 739
Language
  • English
Version
  • Postprint
ISSN
  • 1526-548X

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