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| Author: | Campbell, A. |
| Title: | Creating customer knowledge competence : Managing customer relationship management programs strategically |
| Journal: | Industrial Marketing Management
2003 : JUL, VOL 32:5, p. 375-383 |
| Index terms: | CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CUSTOMER RELATIONS ORGANIZATIONAL LEARNING CASE STUDIES CANADA |
| Language: | eng |
| Abstract: | Demanding customers force firms to execute customer relationship management programs. However, only a little is know about processes which help organizations to learn about customer relationships. This article introduces a conceptual framework in creating customer knowledge competence. The framework bases on five case studies of firms that have created customer relationship programs in Canada. |
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