There is no doubt that there are advantages in
using CLV concepts to design and manage marketing
programs, but what if the relationship between the
buyer and seller crumbles? Of particular importance to
this paper is the fact that a company’s relationships
with its customers may diminish over time and even
dissolve. For example, Dwyer, Schurr, and Oh’s
(1994) final stage in their assessment of the CRM
process is dissolution. Under such a scenario, the seller
would be expected to replace former customers with
new ones, and thus the customer acquisition process
becomes critical to the long-term success of the seller.