ARCHIVES

1. A. Payne, P. Frow, “A strategic framework for customer relationship management,” Journal of Marketing, 69(4), pp. 167–176, 2005.
https://doi.org/10.1509/jmkg.2005.69.4.167
2. J. U. Becker, G. Greve, S. Albers, “The impact of technological and organizational implementation of CRM on customer acquisit ion,
maintenance, and retention,” International Journal of Research in Marketing, 26(3), pp. 207–215, 2009.
https://doi.org/10.1016/j.ijresmar.2009.03.006
3. W. Reinartz, M. Krafft, W. D. Hoyer, “The customer relationship management process: Its measurement and impact on performance,”
Journal of Marketing Research, 41(3), pp. 293–305, 2004. https://doi.org/10.1509/jmkr.41.3.293.35991
4. K. N. Lemon, P. C. Verhoef, “Understanding customer experience throughout the customer journey,” Journal of Marketing, 80(6), pp.
69–96, 2016. https://doi.org/10.1509/jm.15.0420
5. J. G. Teixeira, L. Patrício, N. J. Nunes, L. Nóbrega, R. P. Fisk, L. Constantine, “Customer experience modeling: From customer experience
to service design,” Journal of Service Management, 23(3), pp. 362–376, 2012. https://doi.org/10.1108/09564231211248453
6. R. Halvorsrud, K. Kvale, A. Følstad, “Improving service quality through customer journey analysis,” Journal of Service Theory and
Practice, 26(6), pp. 840–867, 2016. https://doi.org/10.1108/JSTP-05-2015-0111
7. A. Følstad, K. Kvale, “Customer journeys: a systematic literature review,” Journal of Service Theory and Practice, 28(2), pp. 196–227,
2018. https://doi.org/10.1108/JSTP-11-2014-0261
8. G. Sabnis, S. C. Chatterjee, R. Grewal, G. L. Lilien, “The sales lead black hole: On sales reps’ follow-up of marketing leads,” Journal of
Marketing, 77(1), pp. 52–67, 2013. https://doi.org/10.1509/jm.10.0047
9. P. Kotler, N. Rackham, S. Krishnaswamy, “Ending the war between sales and marketing,” Harvard Business Review, 84(7/8), pp. 68–78,
2006.
10. M. Friess, T. Haumann, S. Alavi, A. I. Oproiescu, C. Schmitz, J. Wieseke, “The contingent effects of innovative digital sales technologies
on B2B firms’ financial performance,” International Journal of Research in Marketing, 41(4), pp. 703–723, 2024.
https://doi.org/10.1016/j.ijresmar.2024.05.004
11. G. Agag, Y. M. Shehawy, A. Almoraish, R. Eid, H. Chaib Lababdi, T. Gherissi Labben, S. S. Abdo, “Understanding the relationsh ip
between marketing analytics, customer agility, and customer satisfaction: A longitudinal perspective,” Journal of Retailing and Consumer
Services, 77, 103663, 2024. https://doi.org/10.1016/j.jretconser.2023.10366312. R. W. Palmatier, R. P. Dant, D. Grewal, K. R. Evans, “Factors influencing the effectiveness of relationship marketing: A meta-analysis,”
Journal of Marketing, 70(4), pp. 136–153, 2006. https://doi.org/10.1509/jmkg.70.4.136
13. C. Homburg, D. Jozić, C. Kuehnl, “Customer experience management: Toward implementing an evolving marketing concept,” Journal
of the Academy of Marketing Science, 45(3), pp. 377–401, 2017. https://doi.org/10.1007/s11747-015-0460-7
14. C. Meyer, A. Schwager, “Understanding customer experience,” Harvard Business Review, 85(2), pp. 116–126, 2007.
15. V. K. Kanuri, J. Habel, N. N. Chaker, D. Rangarajan, “B2B online sales pushes: Whether, when, and why they enhance sales
performance,” Production and Operations Management, 2022. https://doi.org/10.1111/poms.13927
16. J. Paschen, M. Wilson, J. J. Ferreira, “Collaborative intelligence: How human and artificial intelligence create value along the B2B sales
funnel,” Business Horizons, 63(3), pp. 403–414, 2020. https://doi.org/10.1016/j.bushor.2020.01.003
17. M. S. de Almeida, V. A. Vieira, “Sales funnel structures in B2B digital platforms: Dynamic effects on firm outcomes,” Industrial
Marketing Management, 132, pp. 135–149, 2026. https://doi.org/10.1016/j.indmarman.2025.12.005
18. K. M. Eisenhardt, “Building theories from case study research,” Academy of Management Review, 14(4), pp. 532–550, 1989.
https://doi.org/10.2307/258557
19. V. Venkatesh, S. A. Brown, H. Bala, “Bridging the qualitative-quantitative divide: Guidelines for conducting mixed methods research in
information systems,” MIS Quarterly, 37(1), pp. 21–54, 2013.
20. J. Järvinen, H. Taiminen, “Harnessing marketing automation for B2B content marketing,” Industrial Marketing Management, 54, pp. 164–
175, 2016. https://doi.org/10.1016/j.indmarman.2015.07.002