Managing customer relationships in the e‐business world: how to personalise computer relationships for increased profitability
International Journal of Retail & Distribution Management
ISSN: 0959-0552
Article publication date: 1 December 2001
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
:MCB UP Ltd
Copyright © 2001, Authors