{"title":"How customer relationship creates value: the role of its consistency with firm strategies","authors":"Z. Song, Yonggui Wang, Bin Yu, Zhengtang Zhang","doi":"10.1109/ICSSSM.2005.1499451","DOIUrl":null,"url":null,"abstract":"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.","PeriodicalId":389467,"journal":{"name":"Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005.","volume":"339 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2005-06-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"5","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Proceedings of ICSSSM '05. 2005 International Conference on Services Systems and Services Management, 2005.","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1109/ICSSSM.2005.1499451","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 5
Abstract
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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