Name
Abstract | ||
|---|---|---|
This paper proposes an approach for evaluating the relationship with a customer, leading to the creation of a Customer Intimacy Grade (CIG), across multiple levels of granularity: employee, team, business unit and whole organization. Our approach focuses on B2B service organizations which provide their customers with complex solutions and whose relationship with the customer is distributed among multiple employees and across different business units. The suggested approach should improve the systematic analysis of customer intimacy in organizations, leverage the customer knowledge scattered throughout the organization and enable benchmarking and focused investments in customer relationships. |
Year | DOI | Venue |
|---|---|---|
2010 | 10.1007/978-3-642-14319-9_1 | Lecture Notes in Business Information Processing |
Keywords | Field | DocType |
Customer Intimacy,Social Network,Organization,B2B Services,Service Relationships,Customer Relationship Management | Customer retention,Customer intelligence,Voice of the customer,Customer to customer,Knowledge management,Customer advocacy,Customer reference program,Marketing,Customer knowledge,Customer equity,Business | Conference |
Volume | ISSN | Citations |
53 | 1865-1348 | 2 |
PageRank | References | Authors |
0.46 | 0 | 4 |
Name | Order | Citations | PageRank |
|---|---|---|---|
| François Habryn | 1 | 3 | 1.14 |
| Benjamin Blau | 2 | 257 | 17.01 |
| Gerhard Satzger | 3 | 99 | 23.89 |
| Bernhard Kölmel | 4 | 7 | 3.08 |