Customer Relationship Management in Business Networks: Lessons fromt eh Financial Services Industry in Germany and Switzerland.
Malte GeibLutz M. KolbeWalter BrennerPublished in: MIS Q. Executive (2005)
Keyphrases
- financial services
- competitive advantage
- customer relationship management
- business processes
- knowledge management
- relationship management
- service quality
- customer churn
- computer science
- risk management
- customer retention
- social networks
- marketing strategies
- customer base
- policy makers
- economic development
- data mining applications
- business activities
- case study
- decision making