DC Field | Value | Language |
---|---|---|
dc.contributor.author | Park, Chung-Hoon | ko |
dc.contributor.author | Kim, Young-Gul | ko |
dc.date.accessioned | 2008-04-21T09:23:24Z | - |
dc.date.available | 2008-04-21T09:23:24Z | - |
dc.date.created | 2012-02-06 | - |
dc.date.created | 2012-02-06 | - |
dc.date.issued | 2003 | - |
dc.identifier.citation | BUSINESS STRATEGY AND THE ENVIRONMENT, v.9, no.5, pp.652 - 671 | - |
dc.identifier.issn | 0964-4733 | - |
dc.identifier.uri | http://hdl.handle.net/10203/4039 | - |
dc.description.abstract | Committed customers are profitable to an organization for the long term. Customer commitment forms when a customers expectation is satisfied and the customer realizes fair value from his/her relationship with the organization. From an organizations perspective, this value reflects customer equity, but from a customers perspective, it represents the customers perceived value of the relationship. In order to manage such a relationship successfully, it is necessary to support diverse customer information - such as of-the-customer, for-the-customer, and by-the-customer information. A customer information system (CIS) plays the role of boundary spanning that manages and distributes customer information. But the gap between marketing and IT strategy is a barrier in implementing a successful CIS. The CIS, which includes the database, communication channel, and decision model for relationship management, should be designed to facilitate the two-way customer relationship exchanges. This paper develops a framework of dynamic customer relationship management, suggests the information technology strategy to support the framework, and illustrates the applicability of such framework and strategy through a real business case. | - |
dc.language | English | - |
dc.language.iso | en_US | en |
dc.publisher | Wiley Periodicals | - |
dc.title | A framework of dynamic CRM: Linking marketing with information strategy | - |
dc.type | Article | - |
dc.type.rims | ART | - |
dc.citation.volume | 9 | - |
dc.citation.issue | 5 | - |
dc.citation.beginningpage | 652 | - |
dc.citation.endingpage | 671 | - |
dc.citation.publicationname | BUSINESS STRATEGY AND THE ENVIRONMENT | - |
dc.embargo.liftdate | 9999-12-31 | - |
dc.embargo.terms | 9999-12-31 | - |
dc.contributor.localauthor | Kim, Young-Gul | - |
dc.contributor.nonIdAuthor | Park, Chung-Hoon | - |
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