Technology: Friend or Foe to Customer Relationships?

Crosby, Lawrence A.; Johnson, Sheree L.
November 2001
Marketing Management;Nov/Dec2001, Vol. 10 Issue 4, p10
Discusses the positive and negative impacts of the adoption of technology on customer relationships. Goal of relationship marketing; Focus of the software and hardware applications for customer relationship management (CRM); Functions and benefits of operational CRM; Use of database mining in CRM; Benefits offered by collaborative CRM; Requirements of customer relationship marketing and management strategy.


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