IDEAS home Printed from https://ideas.repec.org/a/aes/jetimm/v1y2016i1p130-140.html
   My bibliography  Save this article

Emerging Trends in Customer Management in a Changing World

Author

Listed:
  • Anne Dibley

    (Henley Business School)

  • Moira Clark

    (Henley Business School)

  • Andrew Myers

    (Henley Business School)

Abstract

The number of customer management related research publications has increased significantly over the last decade (a 70 per cent increase); where key areas or themes have mainly focused upon subjects such as customer satisfaction, customer service, customer loyalty, customer relationship management and customer value. The number of published articles relating to customer relationship management appears to be on the decline, having peaked in 2013 (a 25 per cent decrease); whilst other key themes have remained fairly steady. This would suggest that new trends in customer management are emerging, or are on the increase. The objective of this paper is to explore and highlight current and future trends in customer management by means of a literature review of marketing and related journals/texts spanning the last twelve months. The outcomes of this review and their relevance to marketing and customer management include themes relating to getting the organizational culture right, as well as adapting and connecting better with customers. Furthermore themes relating to personalization and designing customer journeys, as well as understanding the influence of innovation, co-creation and social media, can all influence brand credibility among customers. The themes highlighted all relate to ways in which companies can enhance their engagement and interaction with customers in a changing world; a world that is changing because of advances in technology and a proliferation of online communication, alongside increasingly powerful and demanding customers. Today’s customers prefer to buy from companies who, not only genuinely understand their needs, but also understand how their offerings fit into their customers’ lives. This paper summarizes trends that are relevant to both academia and business, where customers’ expectations of companies are higher than ever before. Looking beyond customer relationship management can help companies better understand these new trends and innovations and how they can prepare better for the future.

Suggested Citation

  • Anne Dibley & Moira Clark & Andrew Myers, 2016. "Emerging Trends in Customer Management in a Changing World," Journal of Emerging Trends in Marketing and Management, The Bucharest University of Economic Studies, vol. 1(1), pages 130-140, September.
    • Handle: RePEc:aes:jetimm:v:1:y:2016:i:1:p:130-140
    as

    Download full text from publisher

    File URL: http://www.etimm.ase.ro/RePEc/aes/jetimm/2016/ETIMM_V01_2016_72.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Tuck Siong Chung & Michel Wedel & Roland T. Rust, 2016. "Adaptive personalization using social networks," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 66-87, January.
    2. Stephen L. Vargo & Robert F. Lusch, 2016. "Institutions and axioms: an extension and update of service-dominant logic," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 5-23, January.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Josephine Ie Lyn Chan, 2022. "Factors Driving Customer Satisfaction for Shopee Malaysia," Journal of Emerging Trends in Marketing and Management, The Bucharest University of Economic Studies, vol. 1(1), pages 133-140, November.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Linda D. Hollebeek & Rajendra K. Srivastava & Tom Chen, 2019. "S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM," Journal of the Academy of Marketing Science, Springer, vol. 47(1), pages 161-185, January.
    2. Benedict G. C. Dellaert, 2019. "The consumer production journey: marketing to consumers as co-producers in the sharing economy," Journal of the Academy of Marketing Science, Springer, vol. 47(2), pages 238-254, March.
    3. Chengbin Wang & Yi Zhu & Qingyang Wang, 2025. "Exploration of the social selling of family-owned B2B enterprises and perceptual barriers," International Entrepreneurship and Management Journal, Springer, vol. 21(1), pages 1-23, December.
    4. Re, Beatrice & Magnani, Giovanna, 2022. "Value co-creation in circular entrepreneurship: An exploratory study on born circular SMEs," Journal of Business Research, Elsevier, vol. 147(C), pages 189-207.
    5. Stephen L. Vargo, 2021. "Beyond Circularity—A Service-dominant (S-D) Logic Perspective," Circular Economy and Sustainability, Springer, vol. 1(1), pages 257-260, June.
    6. Jasenko Arsenovic & Bo Edvardsson & Bård Tronvoll, 2019. "Moving Toward Collaborative Service Recovery: A Multiactor Orientation," Service Science, INFORMS, vol. 11(3), pages 201-212, October.
    7. Ritu Agarwal & Michelle Dugas & Guodong (Gordon) Gao & P. K. Kannan, 2020. "Emerging technologies and analytics for a new era of value-centered marketing in healthcare," Journal of the Academy of Marketing Science, Springer, vol. 48(1), pages 9-23, January.
    8. Kathleen S. Micken & Scott D. Roberts & Jason D. Oliver, 2020. "The digital continuum: the influence of ownership, access, control, and Cocreation on digital offerings," AMS Review, Springer;Academy of Marketing Science, vol. 10(1), pages 98-115, June.
    9. Sanjit K. Roy & Gaganpreet Singh & Corey Hatton & Bidit Dey & Nisreen Ameen & Satish Kumar, 2023. "Customers’ motives to co-create in smart services interactions," Electronic Commerce Research, Springer, vol. 23(3), pages 1367-1400, September.
    10. Ratten, Vanessa & da Silva Braga, Vitor Lélio & da Encarnação Marques, Carla Susana, 2021. "Sport entrepreneurship and value co-creation in times of crisis: The covid-19 pandemic," Journal of Business Research, Elsevier, vol. 133(C), pages 265-274.
    11. Mette Sønderskov & Rolf Rønning, 2021. "Public Service Logic: An Appropriate Recipe for Improving Serviceness in the Public Sector?," Administrative Sciences, MDPI, vol. 11(3), pages 1-15, June.
    12. Jonas Holmqvist & Luca Visconti & Christian Grönroos & Blandine Guais & Aurélie Kessous, 2020. "Understanding the value process: Value creation in a luxury service context," Post-Print hal-03511392, HAL.
    13. Göran Goldkuhl & Stefan Cronholm & Mikael Lind, 0. "Multi-grounded action research," Information Systems and e-Business Management, Springer, vol. 0, pages 1-36.
    14. Daniela Selloni & Anna Meroni, 2023. "Exploring Service Design as a Commoning Approach: The Engaging Strategy of the Service Master Planning," Sustainability, MDPI, vol. 15(22), pages 1-17, November.
    15. Handyanto Widjojo & Avanti Fontana & Gita Gayatri & Agus W. Soehadi, 2019. "Value Co-Creation For Marketing Innovation: Comparative Study In The Sme Community," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 24(03), pages 1-31, May.
    16. Thomas Martin Key & Terry Clark & OC Ferrell & David W. Stewart & Leyland Pitt, 2020. "Marketing’s theoretical and conceptual value proposition: opportunities to address marketing’s influence," AMS Review, Springer;Academy of Marketing Science, vol. 10(3), pages 151-167, December.
    17. Wu, Mian & (David) Liu, Yulong & Jasimuddin, Sajjad M. & (Justin) Zhang, Zuopeng, 2023. "Rethinking cross-border mobile payment ecosystems: A process study of mobile payment platform complementors, network effect holes and ecosystem modules," International Business Review, Elsevier, vol. 32(1).
    18. Finsterwalder, Jörg, 2017. "Refugee influx: Repercussions and research agenda for service scholars," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 177-181.
    19. Langley, David J. & van Doorn, Jenny & Ng, Irene C.L. & Stieglitz, Stefan & Lazovik, Alexander & Boonstra, Albert, 2021. "The Internet of Everything: Smart things and their impact on business models," Journal of Business Research, Elsevier, vol. 122(C), pages 853-863.
    20. Nathalie Peña-García & Mauricio Losada-Otálora & Jorge Juliao-Rossi & Augusto Rodríguez-Orejuela, 2021. "Co-Creation of Value and Customer Experience: An Application in Online Banking," Sustainability, MDPI, vol. 13(18), pages 1-14, September.

    More about this item

    Keywords

    Customer management; Organizational culture; Customer innovation; Customer engagement.;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aes:jetimm:v:1:y:2016:i:1:p:130-140. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Lucian Onisor (email available below). General contact details of provider: https://edirc.repec.org/data/aseeero.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.