Unprofitable Cross-Buying: Evidence from Consumer and Business Markets

Conventional wisdom, marketing literature, and cross-selling practices to date are based on the notion that customer cross-buying is positively associated with customer profitability. However, this study finds that when certain customers with persistent adverse behavioral traits (e.g., limited spending, excessive revenue reversals, excessive service requests, promotion purchase behavior) engage in cross-buying, they exhibit a downward spiral of unprofitable relationship, with the losses increasing with higher levels of cross-buy. The authors analyze the customer databases of five firms and find that 10%–35% of the firms' customers who cross-buy are unprofitable and account for a significant proportion (39%–88%) of the firms' total loss from its customers. Consequently, the authors present a two-stage framework to enable managers to discern customers who are likely to engage in profitable versus unprofitable cross-buying. Overall, the findings refine the basic understanding of the cross-buy phenomenon and motivate managers to rethink their marketing practices and policies, which are typically designed to maximize cross-buy opportunities for every customer.

• 저널Journal of Marketing · 76(3) · 78–95
• 토픽Customer Service Quality and Loyalty · Organizational Behavior and Human Resource Management
• DOI10.1509/jm.10.0445
• 저자Denish Shah, V. Kumar, Yingge Qu, Sylia Chen