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
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;
Conference_Titel :
Services Systems and Services Management, 2005. Proceedings of ICSSSM '05. 2005 International Conference on
Print_ISBN :
0-7803-8971-9
DOI :
10.1109/ICSSSM.2005.1499451
