Companies can acquire customers through costly but fast-acting marketing investments or through slower but cheaper word-of-mouth processes. Their long-term success depends critically on the contribution of each acquired customer to overall customer equity. The authors propose and test an empirical model that captures these long-term effects. An application to a Web hosting company reveals that marketing-induced customers add more short-term value, but word-of-mouth customers add nearly twice as much long-term value to the firm. The authors illustrate their findings with some dynamic simulations of the long-term impact of different resource allocations for acquisition marketing.
CITATION STYLE
Villanueva, J., Yoo, S., & Hanssens, D. M. (2008). The Impact of Marketing-Induced versus Word-of-Mouth Customer Acquisition on Customer Equity Growth. Journal of Marketing Research, 45(1), 48–59. https://doi.org/10.1509/jmkr.45.1.48
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