This paper illustrates how online databases,
available from commercial vendors, can be used as the
foundation for developing new business strategies.
Emphasis is placed on the use of customer relationship
management (CRM) ideas to identify new prospective
customers for a high-tech B2B firm. Specifically, the
concept of customer lifetime value was used to evaluate
current customers and match their profiles with the
profiles of new prospects from the database. Once
high-quality new prospects were identified and
prioritized, the company’s salesforce had a much
clearer path to follow towards success. The paper
contributes to the competitive strategy literature by
documenting the successful use of a CRM approach to
develop marketing strategies and tactics for a B2B firm
that is seeking growth by acquiring new customers.