Purpose – The calculations which underlie efforts to balance marketing spending on customer acquisition and customer retention are usually based on either single‐period customer profitability or forecasts of customer lifetime value (CLTV). This paper argues instead for risk‐adjusted CLTV,...

Purpose: The purpose of this study is to identify and explain how leadership behaviors of sales managers can enhance the development of salespeople within the context of those interpersonal connections and interactions that is the sales ecosystem. Design/methodology/approach: The authors...

Purpose – This paper examines two co‐manufacturing relationships, which were efficient with the aim of understanding why they were not value maximising. Design/methodology/approach – The paper utilises a methodology designed by Wilding and Humphries and based on Williamson's organisation...

Despite the many millions of dollars put into sales training every year - when it comes to observing the actual behaviors we know virtually nothing about what is put into practice. In this ground breaking study we examine the actual behaviors of 800 sales people in live sales meetings and...

This paper investigates the under-researched area of key account management (KAM) implementation through a systematic review of the literature, syndications with a panel of industry exemplars, and a survey investigating how organizations implement KAM. Through this we identify a stage model that...

Fair Trade companies have pulled off an astonishing tour de force. Despite their relatively small size and lack of resources, they have managed to achieve considerable commercial success and, in so doing, have put the fair trade issue firmly onto industry agendas. We analyze the critical role...