Abstract
Today’s companies operate within a complex economic environment featuring continuous and radical changes owing to the steady arrival of new kinds of competition.
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Term used in marketing to mean a “potential customer”.
Sales Force Automation.
Enterprise Resource Planning: a software solution allowing direction of an organization’s requirements in order to meet the company’s needs through tight integration of all its functions.
The multichannel OE-customer interaction management is designed to manage relationships through all web-supported communication channels: chat, e-mail, voice service, fax, etc.
E-customer click stream analysis analyses the customer’s behaviour through the „stream of clicks“ he leaves during his navigation sessions, in order to prepare ad hoc actions for the subsequent contacts.
Customer loyalty management seeks to spot bonus and incentive policies for frequent web-buyers, in order to increase their visits to the site that rewards them.
Examples are local branches, call centres, salesmen, etc.
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© 2003 Springer-Verlag Berlin Heidelberg
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Rajola, F. (2003). The Evolution of Customer Relationships and Customer Value. In: Customer Relationship Management. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-24718-0_7
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DOI: https://doi.org/10.1007/978-3-540-24718-0_7
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-07885-9
Online ISBN: 978-3-540-24718-0
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