... Customer relationship management Value creation B2B marketing Business relationships Sales organization Effective market strategies rest on creating value for customers and a satisfactory degree of appropriation of the value the supplier company generates. Creating customer value is crucial...

...Professor Fernando Robles; Dennis Herhausen; Marcus Schögel Purpose – This study aims to examine the direct and moderating effects of generative learning on customer performance. Design/methodology/approach – The authors test the relationships between customer relationship management (CRM...

... for customers, with both investing both time and effort, mutual substitutability decreased and the interdependency in the relationship increased. © Emerald Group Publishing Limited 2012 Customer relationship management Knowledge management Partners When firms are not competitive in every...

...Yonggui Wang; Hui Feng Purpose This study seeks to extend the resource‐based view to the context of customer relationship management. It is intended to develop a measurement model of customer relationship management (CRM) capabilities, and to explore the key antecedents and performance...

... management Customer relationship management Given the increasing intensity of business competition and the strong trend towards globalization, the attitude towards the customer is very important; their role has changed from that of a mere consumer to the role of consumer, co‐operator, co‐producer...