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The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research

Vanderbilt University ruth.bolton{at}owen.vanderbilt.edu

Katherine N. Lemon

Boston College katherine.lemon{at}bc.edu

Peter C. Verhoef

Erasmus University of Rotterdam, the Netherlands verhoef{at}few.eur.nl

Most research in customer asset management has focused on specific aspects of the value of the customer to the company. The purpose of this article is to propose an integrated framework, called CUSAMS (customer asset management of services), that enables service organizations (1) to make a comprehensive assessment of the value of their customer assets and (2) to understand the influence of marketing instruments on them. The foundation of the CUSAMS framework is a careful specification of key customer behaviors that reflect the length, depth, and breadth of the customer–service organization relationship: duration, usage, and cross-buying. This framework is the starting point for a set of propositions regarding how marketing instruments influence customer behavior within the relationship, thereby influencing the value of the customer asset. The framework and propositions provide the impetus for a research agenda that identifies critical issues in customer asset management.

Key Words: customer asset management • customer equity • services • customer behavior • retention • service usage • cross-buying • loyalty • relationship marketing

Journal of the Academy of Marketing Science, Vol. 32, No. 3, 271-292 (2004)
DOI: 10.1177/0092070304263341


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