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MANAGING CUSTOMER RELATIONSHIPS: A STRATEGIC FRAMEWORK
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1. MANAGING CUSTOMER RELATIONSHIPS

Companies are increasingly focused on managing customer relationships, ... CRM is a strategic approach concerned with creating improved shareholder value through the ..... research provides a conceptual framework for understanding how ...

PDF Book Title: 01Malhotra-V3-Chap1 | Link to file: www.ruthnbolton.com





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2. Customer Relationship Management Strategy (A Teaching Case Study)

Peppers, D. & Rogers, M. (2004) “Roots of Customer Relationship Management”, in. Managing Customer Relationships: A Strategic Framework, John Wiley & Sons, ...

PDF Book Title: Curtis,%20Barrere%20&%20Grifin%20(2008) | Link to file: www.aibse.org





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3. Robert Spencer

5.3.2 The Strategic Value Issue in Managing Customer Relationships ..... marketing require a framework of strategic planning which integrates the dimensions ...

PDF Book Title: dissertion_20 | Link to file: www.impgroup.org





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4. mCRM's New Opportunities of Customer Satisfaction

[22] Peppers, D., Rogers, M. (2004), Managing Customer Relationships: A. Strategic Framework, Wiley, Hoboken, NJ, . [23] Perry, C. (1998), "Process of case ...

PDF Book Title: v3-2-19 | Link to file: www.waset.org





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5. Utilizing Customer Experience Management to Build Stronger ...

Jan 1, 2010 ... Managing Customer Relationships: A Strategic Framework. Hoboken,. NJ: Wiley, 2004. Shostack, G. Lynn. “Designing services that deliver. ...

PDF Book Title: Utilizing%20Customer%20Experience%20Management%20to%20Build%20Stronger%20Customer%20Relationships | Link to file: www.1to1media.com





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6. What lies behind the concept of customer - Redalyc. What lies ...

Managing customer relationships: a strategic framework. Hoboken, NJ: Wiley. Raman, P., Wittmann, C. M., & Rauseo, N. (2006). Leveraging CRM for sales: the ...

PDF Book Title: 84160103 | Link to file: redalyc.uaemex.mx





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7. Managing Customer Relationship Capability for Superior Customer ...

[8] Day, G.S. “Managing marketing relationships,” Academy of Marketing ... [17] Payne, Adrian and Pennie Frow, “A Strategic Framework for Customer ...

PDF Book Title: 04340612 | Link to file: ieeexplore.ieee.org





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8. A strategic framework for the selection and evaluation of e ...

models through a strategic framework and then quantifies the benefits of ..... For example, e-CRM is used for managing customers and customer relationships ...

PDF Book Title: T31H7441476192J1 | Link to file: www.springerlink.com





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