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Managing customer relationships in the e‐business world: how to personalise computer relationships for increased profitability

David Bradshaw (Vice President of Consulting at Ovum, Boston, Massachusetts, USA. For full author details, please refer to the “About the author” section at the end of the paper.)
Colin Brash (Formerly a Consultant, at Ovum, Boston, Massachusetts, USA. For full author details, please refer to the “About the author” section at the end of the paper.)

International Journal of Retail & Distribution Management

ISSN: 0959-0552

Article publication date: 1 December 2001

6767

Abstract

Presents extensive research conducted over several years by Ovum researchers posing as customers into customer relationship management (CRM), call centre and e‐commerce strategies and the software required to support them. Aims to establish how companies in the UK can address the need to support multiple channels and where they can make improvements to serve their customers better. Concludes that almost all of the companies surveyed performed poorly and presents three essential insights that companies should take into account for improving CRM.

Keywords

Citation

Bradshaw, D. and Brash, C. (2001), "Managing customer relationships in the e‐business world: how to personalise computer relationships for increased profitability", International Journal of Retail & Distribution Management, Vol. 29 No. 12, pp. 520-530. https://doi.org/10.1108/09590550110696969

Publisher

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MCB UP Ltd

Copyright © 2001, Authors

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