000			00909npc a2200169Ia 4500
008			140613s2013 xx 000 0 und d
060			_a658.8
100			_aGARNEFELD, INA
245			_aGrowing existing customers' revenue streams through customer referral programs
260			_c2013
300			_a17-32
520			_aCustomer referral programs are an effective means of customer acqusition. By assessing a large scale customer data set from a globl cellular telecommuniations provider, the authors show that participation in a referral program also increases existing customers' loyalty. In a field experiment, recommenders' defection rates fell from 19% to 7% with in a year, and their average monthly revenue grew by 11.4% compared with a matched control group.
653			_aMARKETING
700			_aEGGERT, ANDREAS
773			_oP15033 _nM _927733 _011181 _tJOURNAL OF MARKETING
942			_2ddc _cARTCL
999			_c12114 _d12114