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- W4289767779 abstract "This chapter is based on the premise that we already have an idea of the customer's value to the organization (CLV, longterm contribution, acquisition cost, retention cost etc) [see Kumar's chapter]. Based on this premise, we would like to discuss how firms should use this knowledge about customers in order to manage the respective relationship better. Specifically we would like to discuss issues on 1) using information on customer value to then inform resource allocation to customer accounts 2) growing relationships through cross-and upselling 3) leveraging relationships with high-value customers via co-creation 4) using services to fortify relationships." @default.
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- W4289767779 date "2022-07-15" @default.
- W4289767779 modified "2023-09-27" @default.
- W4289767779 title "Customer relationship management in business markets" @default.
- W4289767779 doi "https://doi.org/10.4337/9781800376878.00028" @default.
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