Digital Loyalty Programmes: Pull Strategies in B2B Channel Marketing

Journal article


Marjan, A., Graham, C., Bruce, M. and Mitchell, A. (2021). Digital Loyalty Programmes: Pull Strategies in B2B Channel Marketing. Advances in Marketing, Customer Relationship Management, and E-Services. https://doi.org/10.4018/978-1-7998-8003-5.ch004
AuthorsMarjan, A., Graham, C., Bruce, M. and Mitchell, A.
AbstractDigital loyalty programmes are an increasingly common tool for business-to-business marketers hoping to increase repeat sales through deeper customer engagement. In consumer markets, such programmes do little to influence behavioural loyalty and disproportionately attract the firm's existing heavy buyers. Industrial buying, however, relies on direct sales channels and features negotiation and reciprocity. Loyalty effects may therefore differ in B2B, and although no clear picture yet exists, such knowledge is important as B2C digital loyalty programmes grow in popularity. Here, the authors describe programme membership's evolving characteristics over in a B2B scheme that was launched in the US metal-cutting tools manufacturer customer base. Findings are consistent with the idea that the scheme recruited the heaviest buyers earliest and had an insignificant effect on total revenue. The authors discuss managerial implications, particularly about (1) managing the rollout of similar schemes and (2) refocussing on the programme objectives to maintain sales from the lightest rather than the heaviest buyers.
KeywordsOnline Loyalty Programmes, NBD Model, B2B Markets, Channel Marketing, Buyers Heterogeneity, Light Buyers, Market Intermediaries, Push Strategy; Pull Strategy; Repeat Purchase, Brand Loyalty; Big Data
Year2021
JournalAdvances in Marketing, Customer Relationship Management, and E-Services
PublisherIGI Global
ISSN2327-5502
2327-5529
Digital Object Identifier (DOI)https://doi.org/10.4018/978-1-7998-8003-5.ch004
Web address (URL)https://www.igi-global.com/book/advanced-digital-marketing-strategies-data/266806
Publication dates
PrintAug 2021
Publication process dates
Accepted10 Jun 2021
Deposited06 Aug 2021
Publisher's version
License
File Access Level
Open
EditorsSaura, J. R.
Book titleAdvanced Digital Marketing Strategies in a Data-Driven Era
ISBN9781799880035
Page range51-78
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