Customer Relations

Customer relations is a broadly recognized, widely-implemented strategy for managing and nurturing a company's interactions with clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes--principally sales activities, but also those for marketing, customer service, and technical support. This book presents topical research data in the study of customer relations, including how consumers use Alan P. Fiske's relational models framework to construct their relationships with service organizations; measuring corporate Customer Relationship Management (CRM) strategy; and identifying the relational benefits influencing customer loyalty. Alan P. Fiske's relational models framework : applications to customers' relationships with service marketers / Velitchka D. Kaltcheva, Robert D. Winsor, Anthony Patino Measuring corporate CRM strategy : its model, methodology, and application / Hyung-Su Kim Inter-organizational social capital as relationship investments : an empirical investigation of the effects on customers' relationship satisfaction / Mariachiara Colucci, Manuela Presutti Customer value analysis : a two-stage data mining approach / Ching-Tzu Tsai, Chih-Fong Tsai, Chia-Sheng Hung Customer relations and loyalty-based segmentation : a B2B approach in the tourism industry / Irene Gil-Saura, María-Eugenia Ruiz-Molina, Beatriz Moliner-Velázquez Pros and cons of long-term customer relationships / Christina Öberg Involvement as market creation : a new way to consider customer relations / Johan Gaddefors, Alistair R. Anderson Customer relationship dissolution following mergers and acquisitions : reasons, counterforces, and consequences / Christina Oberg.