Researchers and business thought leaders have emphasized that, towards maximizing the lifetime value of customers, firms must manage customer relationships for the long term. In contrast to this recommendation, we demonstrate that firm profits in competitive environments are maximized when...

Physicians may learn about prescription drug effectiveness directly from the firm via detailing or from patient experience. Patient-mediated learning is aided by the use of free drug samples. The effective use of samples is hampered by a lack of understanding of its exact return on investment...

This report summarizes the proceedings of the conference on "Customer Relationship Management: Customer Behavior, Organizational Challenges and Econometric Models," co-sponsored by the Marketing Science Institute and the Teradata Center for Customer Relationship Management at Duke University,...