Topic · Customer churn and segmentation
Most cited papers in Customer churn and segmentation
What are the most cited papers in Customer churn and segmentation?
The most cited paper in Customer churn and segmentation is "Amazon.com recommendations: item-to-item collaborative filtering" (Greg Linden, Brent Smith, Jeremy C. York, 2003), with 5,433 citations. Next come "Partial Least Squares Structural Equation Modeling" (2,949) and "Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis" (2,573).
Showing 50 of 99 papers. Every paper with more than 350 citations is listed.
| # | Paper | ||
|---|---|---|---|
| 1 | Amazon.com recommendations: item-to-item collaborative filtering Greg Linden, Brent Smith, Jeremy C. York · IEEE Internet Computing | 2003 | 5,433 |
| 2 | Partial Least Squares Structural Equation Modeling Marko Sarstedt, Christian M. Ringle, Joseph F. Hair | 2017 | 2,949 |
| 3 | Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis Robert W. Palmatier, Rajiv P. Dant, Dhruv Grewal et al. · Journal of Marketing | Oct 2006 | 2,573 |
| 4 | A Strategic Framework for Customer Relationship Management Adrian Payne, Pennie Frow · Journal of Marketing | 16 Sep 2005 | 2,086 |
| 5 | Cluster Analysis in Marketing Research: Review and Suggestions for Application Girish Punj, David W. Stewart · Journal of Marketing Research | May 1983 | 2,008 |
| 6 | A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction Ruth N. Bolton · Marketing Science | Feb 1998 | 1,970 |
| 7 | SERVQUAL: review, critique, research agenda Francis A. Buttle · European Journal of Marketing | 1996 | 1,744 |
| 8 | The Customer Relationship Management Process: Its Measurement and Impact on Performance Werner Reinartz, Manfred Krafft, Wayne D. Hoyer · Journal of Marketing Research | 15 Jul 2004 | 1,682 |
| 9 | E-Commerce Promotional Products Selection Using SWARA and TOPSIS Nabilla Farah Raissa Maharani, Novandra Rhezza Pratama, M. Dachyar · International Journal of Innovative Science and Research Technology (IJISRT) | 21 May 2024 | 1,547 |
| 10 | E-Commerce Recommendation Applications J. Ben Schafer, Joseph A. Konstan, John Riedl · Data Mining and Knowledge Discovery | 2001 | 1,530 |
| 11 | Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development Peter C. Verhoef · Journal of Marketing | Oct 2003 | 1,491 |
| 12 | A Confirmatory Factor Analysis of the End-User Computing Satisfaction Instrument William J. Doll, Weidong Xia, Gholamreza Torkzadeh · MIS Quarterly | Dec 1994 | 1,403 |
| 13 | Undervalued or Overvalued Customers: Capturing Total Customer Engagement Value V. Kumar, Lerzan Aksoy, Bas Donkers et al. · Journal of Service Research | Aug 2010 | 1,380 |
| 14 | Application of data mining techniques in customer relationship management: A literature review and classification Eric W.T. Ngai, Li Xiu, Dennis Chau · Expert Systems with Applications | 5 Mar 2008 | 1,276 |
| 15 | Progress in partial least squares structural equation modeling use in marketing research in the last decade Marko Sarstedt, Joseph F. Hair, Mandy Pick et al. · Psychology and Marketing | 27 Jan 2022 | 1,223 |
| 16 | Marketing Analytics for Data-Rich Environments Michel Wedel, P.K. Kannan · Journal of Marketing | 23 May 2016 | 1,221 |
| 17 | Integration K-Means Clustering Method and Elbow Method For Identification of The Best Customer Profile Cluster Muhammad Ali Syakur, Bain Khusnul Khotimah, Eka Mala Sari Rochman et al. · IOP Conference Series Materials Science and Engineering | Apr 2018 | 1,208 |
| 18 | The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration Werner Reinartz, V. Kumar · Journal of Marketing | 2003 | 1,178 |
| 19 | Principal-components analysis and exploratory and confirmatory factor analysis. Fred B. Bryant, Paul R. Yarnold | 1995 | 1,154 |
| 20 | Big data and predictive analytics for supply chain and organizational performance Angappa Gunasekaran, Thanos Papadopoulos, Rameshwar Dubey et al. · Journal of Business Research | 2 Sep 2016 | 1,132 |
| 21 | A Meta-Analysis of Satisfaction in Marketing Channel Relationships Inge Geyskens, Jan‐Benedict E.M. Steenkamp, Nirmalya Kumar · Journal of Marketing Research | May 1999 | 1,103 |
| 22 | Customer lifetime value: Marketing models and applications Paul D. Berger, Nada I. Nasr · Journal of Interactive Marketing | 1998 | 984 |
| 23 | A Customer Lifetime Value Framework for Customer Selection and Resource Allocation Strategy Rajkumar Venkatesan, V. Kumar · Journal of Marketing | 13 Sep 2004 | 955 |
| 24 | Customer Metrics and Their Impact on Financial Performance Сунил Гупта, Valarie A. Zeithaml · Marketing Science | Nov 2006 | 928 |
| 25 | A data-driven approach to predict the success of bank telemarketing Sérgio Moro, Paulo Cortez, Paulo Rita · Decision Support Systems | 17 Mar 2014 | 889 |
| 26 | Creating Enduring Customer Value V. Kumar, Werner Reinartz · Journal of Marketing | 16 Jun 2016 | 796 |
| 27 | Balancing Acquisition and Retention Resources to Maximize Customer Profitability Werner Reinartz, Jacquelyn S. Thomas, V. Kumar · Journal of Marketing | 14 Dec 2004 | 772 |
| 28 | Customer Satisfaction, Cash Flow, and Shareholder Value Thomas S. Gruca, Lopo L. Rego · Journal of Marketing | 16 Jun 2005 | 760 |
| 29 | Building and sustaining profitable customer loyalty for the 21st century V. Kumar, Denish Shah · Journal of Retailing | 2004 | 757 |
| 30 | The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research Ruth N. Bolton, Katherine N. Lemon, Peter C. Verhoef · Journal of the Academy of Marketing Science | 27 May 2004 | 738 |
| 31 | The mismanagement of customer loyalty. Werner Reinartz, V. Kumar · PubMed | Jul 2002 | 737 |
| 32 | Modeling Customer Lifetime Value Сунил Гупта, Dominique M. Hanssens, Bruce G. S. Hardie et al. · Journal of Service Research | 18 Oct 2006 | 735 |
| 33 | An integrated framework for customer value and customer‐relationship‐management performance: a customer‐based perspective from China Yonggui Wang, Hing Po Lo, Renyong Chi et al. · Managing Service Quality | Apr 2004 | 703 |
| 34 | Big data analytics in E-commerce: a systematic review and agenda for future research Shahriar Akter, Samuel Fosso Wamba · Electronic Markets | 16 Mar 2016 | 682 |
| 35 | Scalable collaborative filtering using cluster-based smoothing Gui-Rong Xue, Chenxi Lin, Qiang Yang et al. | 15 Aug 2005 | 664 |
| 36 | Business marketing: understand what customers value. James C. Anderson, James A. Narus · PubMed | 6 Jan 1999 | 645 |
| 37 | Customer value propositions in business markets. James C. Anderson, James A. Narus, Wouter van Rossum · PubMed | Mar 2006 | 638 |
| 38 | E-Customization Asim Ansari, Carl F. Mela · Journal of Marketing Research | May 2003 | 615 |
| 39 | The one number you need to grow. Frederick F. Reichheld · PubMed | Dec 2003 | 606 |
| 40 | RFM and CLV: Using Iso-Value Curves for Customer Base Analysis Peter S. Fader, Bruce G. S. Hardie, Ka Lok Lee · Journal of Marketing Research | 4 Oct 2005 | 604 |
| 41 | The Path to Customer Centricity Denish Shah, Roland T. Rust, Anitha Parasuraman et al. · Journal of Service Research | 18 Oct 2006 | 594 |
| 42 | Customer lifetime value research in marketing: A review and future directions Dipak C. Jain, Siddhartha Sunil Singh · Journal of Interactive Marketing | May 2002 | 592 |
| 43 | Customer value: a review of recent literature and an integrative configuration Azaddin Salem Khalifa · Management Decision | Jun 2004 | 589 |
| 44 | A Conceptual Model of Service Quality John Haywood‐Farmer · International Journal of Operations & Production Management | Jun 1988 | 582 |
| 45 | Knowledge management and data mining for marketing Michael J Shaw, Chandrasekar Subramaniam, Gek Woo Tan et al. · Decision Support Systems | May 2001 | 570 |
| 46 | The Impact of Marketing-Induced Versus Word-of-Mouth Customer Acquisition on Customer Equity Growth Julián Villanueva, Shijin Yoo, Dominique M. Hanssens · Journal of Marketing Research | 9 Jan 2008 | 566 |
| 47 | Dimensions of e‐quality Christian Ndubuisi Madu, A. Madu · International Journal of Quality & Reliability Management | May 2002 | 562 |
| 48 | Handling class imbalance in customer churn prediction Jonathan Burez, Dirk Van den Poel · Expert Systems with Applications | 17 May 2008 | 555 |
| 49 | Analysis of K-Means and K-Medoids Algorithm For Big Data Preeti Arora, Deepali, Shipra Varshney · Procedia Computer Science | 2016 | 538 |
| 50 | A Probabilistic Choice Model for Market Segmentation and Elasticity Structure Wagner A. Kamakura, Gary J. Russell · Journal of Marketing Research | Nov 1989 | 535 |
Citations are OpenAlex's own counts, from its 2026-09-23 snapshot, so the ranking can differ from Google Scholar or Web of Science. A paper is listed for a field when OpenAlex files it under one of the field's topics; retracted papers and papers whose citation count cannot be traced to citing works are left out, and a preprint and the article it became are shown once. Release dates are OpenAlex's: where a source gave only a month or a year, that is what is shown. How the lists are chosen.