Rejuvenating customer management: how to make knowledge for, from and about customers work

Authors :: Salomann, Harald
Dous, Malte
Kolbe, Lutz
Brenner, Walter
Source :: European Management Journal. August, 2005, Vol. 23 Issue 4, p392, 12 p.
Publication Year :: 2005
Abstract: The key factors for successful implementation of knowledge-based CRM (Customer Relationship Management) initiatives through an orchestrated approach, with reference to a cross-case analysis done on three companies which are rejuvenating customer management effectively are discussed.

Subjects :: Business enterprises -- Customer relations
Customer relationship management -- Forecasts and trends
Customer relationship management
Market trend/market analysis
Business
Business, international

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