Managing the Implementation of Customer Relationship Management from an Interfunctional Perspective
作者： Greta Isaksson
DOI:
关键词:
摘要: Customer Relationship Management (CRM) has received an increasing amount of interest among scholars and practitioner in recent years. While some companies have immense benefits from their ...
参考文章(147)
Gary Loveman, Diamonds in the Data Mine Harvard Business Review. ,vol. 81, pp. 109- 113 ,(2003)
Richard O. Mason, Challenging strategic planning assumptions ,(1981)
Phil Schefter, Frederick F. Reichheld, Darrell K. Rigby, Avoid the four perils of CRM. Harvard Business Review. ,vol. 80, pp. 101- 107 ,(2002)
Rashi Glazer, Strategy and Structure in Information-Intensive Markets: The Relationship Between Marketing and IT Journal of Market-focused Management. ,vol. 2, pp. 65- 81 ,(1997) , 10.1023/A:1009793717081
Dianne Ledingham, Darrell K. Rigby, CRM done right. Harvard Business Review. ,vol. 82, pp. 118- 127 ,(2004)
Cripps J, Kutner S, Managing the customer portfolio of healthcare enterprises. Data driven marketing. The Healthcare Forum journal. ,vol. 40, pp. 52- ,(1997)
W. Glenn Rowe, James G. Barnes, Relationship Marketing and Sustained Competitive Advantage Journal of Market-focused Management. ,vol. 2, pp. 281- 297 ,(1998) , 10.1023/A:1009707818053
Don Peppers, Martha Rogers, The One to One Manager: Real-World Lessons in Customer Relationship Management ,(1999)
Finn Wiedersheim-Paul, Lars Torsten Eriksson, Att utreda, forska och rapportera Liber. ,(2006)
Thomas W. Mangione, Mail Surveys: Improving the Quality ,(1995)