... with prediction on ROI. Originality/value The need for the integration of KM and aCRM is clear. It is written for practitioners who are looking for approaches to improve business performance and maintain high profits for their business by incorporating knowledge‐enabled aCRM in their setup. Customer...

... of the first to empirically show that relationship learning is best facilitated by using various relationship governance mechanisms simultaneously. Trust needs to be complemented by hierarchical and possibly by price mechanism. © Emerald Group Publishing Limited 2010 Customer relations Supplier...