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| Tekijä: | McKenzie, B. |
| Otsikko: | Customer relationship management and customer recovery and retention: The case of the 407 express toll route |
| Lehti: | Knowledge management research & practice
2008 : JUN, VOL. 6:2, p. 155-163 |
| Asiasana: | customer relationship management (CRM) knowledge management standards case studies roads North America Canada |
| Kieli: | eng |
| Tiivistelmä: | Highway 407ETR is North America's first solely fully electronic toll road running east/west, north of the greater Toronto area, in southern Ontario, Canada. Although the highway itself has proved to be very successful, in terms of increased usage and traffic flow, the processes around the administration, complaint handling, and billing of customers have experienced considerable difficulties. That is despite the publicly stated communications on the development and implementation of new information systems, and ISO standards. This study focuses on reviewing and comparing the case of 407ETR within the context of recent knowledge management (KM) literature and how information systems, especially customer relationship management (CRM), impact on two of the key metrics in the area of customer service and customer loyalty, customer recovery and retention. |
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