DocumentCode
1830064
Title
How customer relationship creates value: the role of its consistency with firm strategies
Author
Song, Zongyao ; Wang, Yonggui ; Yu, Bin ; Zhengtang Zhang
Author_Institution
Int. Bus. Sch., Nankai Univ., Tianjin, China
Volume
1
fYear
2005
fDate
13-15 June 2005
Firstpage
144
Abstract
The basic idea of customer relationship management (CRM) has been embraced and the potential benefits of relationship marketing based upon individual characteristics are generally accepted. This paper is designed to investigate how customer relationship as a strategically important asset creates value together with other resources and develop a useful managerial tool to inspect their strategy performance.
Keywords
customer relationship management; organisational aspects; CRM; Customer value demand; customer relationship management; firm strategy; relationship marketing; Asset management; Communications technology; Companies; Costs; Customer relationship management; Flexible manufacturing systems; Manufacturing processes; Marketing management; Position measurement; Testing;
fLanguage
English
Publisher
ieee
Conference_Titel
Services Systems and Services Management, 2005. Proceedings of ICSSSM '05. 2005 International Conference on
Print_ISBN
0-7803-8971-9
Type
conf
DOI
10.1109/ICSSSM.2005.1499451
Filename
1499451
Link To Document