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Keywords: Customer relationship management
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Journal Articles
Journal:
Strategy & Leadership
Strategy & Leadership (2013) 41 (6): 31–34.
Published: 04 November 2013
... – Called “extreme trust,” this approach requires a re-assessment of value produced by the systems that produce the customer journey experience. Findings – Companies need to revisit customer relationship management in the light of three principles: Seeing opportunities to create value from...
Journal Articles
Journal:
Strategy & Leadership
Strategy & Leadership (2011) 39 (5): 30–37.
Published: 06 September 2011
...Carolyn Heller Baird; Gautam Parasnis Purpose The purpose of this paper is to present the augment of the authors, who are IBM consultants, that companies need to meld social media programs with customer relationship management (CRM). This new paradigm – Social CRM – recognizes that instead...
