Managing portfolios of interconnected customers: evidence from Russian B2B market

Tsybina, Evgeniya; Rebiazina, Vera

doi:10.1108/08858621311302886

Cited by 9 publications

(8 citation statements)

References 60 publications

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“…In their study, Zolkiewski and Turnbull (2002) zoom out from individual relationships to consider a dyadic relationship with respect to any potential effect it can have on a broader network. Building on Zolkiewski and Turnbull’s (2002) argument, and Ritter’s (2000) study showing the reasons behind the need for managing customers as interconnected, Tsybina and Rebiazina (2013) examine the specifics of customer portfolio building and suggest that customer interconnectedness, instead of customer independence, should be the assumption on which to base customer portfolio models.…”

Section: The Emergence a New Venture’s Customer Relationships Portfoliomentioning

confidence: 99%

“…The three key insights from the above literature we will consider when examining the emergence of a new venture’s customer relationship portfolio are: the need to take a dynamic perspective on customer relationship portfolio management (Homburg et al , 2009); the suggestion of examining customer portfolio management at a micro-level of analysis (Højbjerg Clarke et al , 2017); and the need to see customer relationships in the portfolio as interconnected (Ritter, 2000; Tsybina and Rebiazina, 2013; Zolkiewski and Turnbull, 2002). …”

Section: The Emergence a New Venture’s Customer Relationships Portfoliomentioning

confidence: 99%

“…the need to see customer relationships in the portfolio as interconnected (Ritter, 2000; Tsybina and Rebiazina, 2013; Zolkiewski and Turnbull, 2002).…”

Section: The Emergence a New Venture’s Customer Relationships Portfoliomentioning

confidence: 99%

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The emergence of the customer relationship portfolio of a new venture: a networking process

Rocca

Perna

Sabatini

et al. 2019

JBIM

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Purpose While several studies have focused on the initial phases of new ventures and their first customer and supplier relationships, we have a limited understanding of how the new venture’s portfolio of customer relationships emerges. This paper aims to explore the emergence of the customer relationship portfolio of a new venture and to investigate the effects of early relationships on subsequent ones. Design/methodology/approach Methodologically, the authors rely on a longitudinal single case study of a new venture which develops, implements and sells customized cost-management software. The study is exploratory and based on 24 in-depth interviews. Findings The findings show that the development of a customer portfolio depends on the cumulative effect of heterogeneous elements and network connections. These include the initial link between the new venture and the first customer and a subsequent series of interconnections that develop with the emerging network capability of the new venture. Originality/value As one of the few studies that explore the emergence of new ventures’ customer relationship portfolio, this study demonstrates the value of applying a relational/network approach for studying relationship portfolio dynamics.

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Section: The Emergence a New Venture’s Customer Relationships Portfoliomentioning

confidence: 99%

Section: The Emergence a New Venture’s Customer Relationships Portfoliomentioning

confidence: 99%

See 1 more Smart Citation

The emergence of the customer relationship portfolio of a new venture: a networking process

Rocca

Perna

Sabatini

et al. 2019

JBIM

View full text Add to dashboard Cite

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“…Some researchers have however succeeded in obtaining an insider perspective by conducting qualitative research with local Russian firms (e.g. Abrahamsen & Håkansson, 2015;Butler & Purchase, 2008;Tsybina & Rebiazina, 2013;Voldnes, Grønhaug, & Nilssen, 2012). In most of these studies, access to the firms was gained through common connections, for example a Russian university (Butler & Purchase, 2008), or a Western-based company participating in the study (Abrahamsen & Håkansson, 2015;Voldnes et al, 2012).…”

Section: Methods In Business Network and Relationships Researchmentioning

confidence: 99%

Collecting rich qualitative data on business relationships and networks in CEE countries: Challenges and plausible solutions

Ivanova-Gongne

Koporcic

Dziubaniuk

et al. 2018

Industrial Marketing Management

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Collecting rich qualitative data in business-to-business market context, where respondents are more reluctant towards investing time in academic research, may impose several barriers for researchers. In particular, challenges may emerge in collecting data and establishing its trustworthiness in Central Eastern European (CEE) countries, due to a distinct business context that has developed over several historical instances.The aim of this paper is to investigate and understand the methodological challenges of collecting rich qualitative data on business relationships and networking in CEE countries. The countries in focus are Russia, Croatia and Hungary. In order to achieve our aims, we critically reflect on personal experiences and consult the literature on conducting research in the aforementioned countries. The contribution of the paper lies in implications for methodological specifics and plausible solutions to overcome barriers to conducting qualitative research on business relationships and networks in CEE countries.

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“…Consequently, employees' commitment, as a differentiator in the management of B2B customer expectations, has become a competitive contrivance for sellers (Tsybina and Rebiazina, 2013). In the B2B context, "customer-oriented service providersthose who understand the buyer's needs and demonstrate concern for the buyer's welfarewill be supported" (Doney et al, 2007(Doney et al, , p. 1100).…”

Section: Orientation To the Theoretical Frameworkmentioning

confidence: 99%

Organisational and environmental indicators of B2B sellers’ sales performance in services firms

Rodriǵuez

Roberts-Lombard

Høgevold

et al. 2022

EBR

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Purpose This study aims to propose a conceptual framework based on organisational and environmental indicators of business-to-business sellers’ sales performance in services firms. Design/methodology/approach A descriptive research design was applied and data was gathered from 389 respondents across industries and different-sized services firms in Norway using a self-administered questionnaire. Findings Results show that the proposed six-dimensional framework of organisational and environmental indicators can be applied to manage seller–customer relationships in a business-to-business environment. Research limitations/implications A six-dimensional framework of organisational and environmental indicators is tested successfully in services firms. Practical implications Increasingly, services firms will need to work closely with business-to-business sellers to proactively adapt to market changes through a co-creation approach to build long-term seller–customer relationships. Originality/value To the best of the authors’ knowledge, no previous study has focused on relationship marketing in business-to-business relationships that proposes a conceptual framework based on organisational and environmental indicators of business-to-business sellers’ sales performance in services firms.

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Managing portfolios of interconnected customers: evidence from Russian B2B market

Cited by 9 publications

References 60 publications

The emergence of the customer relationship portfolio of a new venture: a networking process

The emergence of the customer relationship portfolio of a new venture: a networking process

Collecting rich qualitative data on business relationships and networks in CEE countries: Challenges and plausible solutions

Organisational and environmental indicators of B2B sellers’ sales performance in services firms

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