haku: @author Westphal, J. / yhteensä: 9
viite: 8 / 9
| Tekijä: | Gaitanides, M. Westphal, J. Wiegels, I. |
| Otsikko: | Zum Erfolg von Strategie und Struktur des Kundenmanagements. Organisatorische Gestaltung*Grundtypen Strategien*Effizienz - 2.Teil. (!Customer management) |
| Lehti: | Zeitschrift Führung + Organisation
1991 : MAR/APR, VOL. 60:2, p. 121-124 |
| Asiasana: | CUSTOMERS |
| Kieli: | ger |
| Tiivistelmä: | Since the early 1980s customer management has received increasing attention as a variant of object oriented organization. The authors conducted an empirical investigation with a view to analysing strategy and structure more closely. Their research focused on the catering industry, where customer management is perceived as key account management, mainly as a response to the powerful position of trading companies as customers. Using the results of this survey the authors described the functions, power and responsibilities of the customer manager. They focus on the competitive strategies adopted by customer managers before concluding with an assessment of the various forms of customer management. |
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