客户关系如何创造价值:它与公司战略的一致性的作用

Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005. Pub Date : 2005-06-13 DOI:10.1109/ICSSSM.2005.1499451

Z. Song, Yonggui Wang, Bin Yu, Zhengtang Zhang

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引用次数: 5

摘要

客户关系管理(CRM)的基本思想已经被接受，基于个人特征的关系营销的潜在好处也被普遍接受。本文旨在研究客户关系作为一种战略重要资产如何与其他资源一起创造价值，并开发一种有用的管理工具来检查其战略绩效。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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How customer relationship creates value: the role of its consistency with firm strategies

The basic idea of customer relationship management (CRM) has been embraced and the potential benefits of relationship marketing based upon individual characteristics are generally accepted. This paper is designed to investigate how customer relationship as a strategically important asset creates value together with other resources and develop a useful managerial tool to inspect their strategy performance.

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Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005.

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