Malte Dous, Lutz Kolbe, Harald Salomann, Walter Brenner
In recent years, companies have integrated their customer relationship management (CRM) and knowledge management (KM) efforts because they realize that KM plays a key role in CRM success. In this...
Salomann, Harald., Kolbe, Lutz., Brenner, Walter.
e-Service Journal - Volume 4, Number 2, Winter 2005
Harald Salomann, Lutz M. Kolbe, Walter Brenner
Self-services in customer relationships are becoming increasingly important - a development that has been boosted by customers? increasing and diverse use of the Internet. Banks have, for example,...
Infusing Technology into Customer Relationships: Balancing High-Tech and High-Touch (2005)
Harald Salomann, Lutz M. Kolbe, Walter Brenner
Nowadays it is expected that self-services have the potential to transform the service economy in a similar way that mass production transformed manufacturing by allowing services to be delivered at...
Knowledge Management Capabilities in CRM: Making Knowledge For, From and About Customers Work (2005)
Malte Dous, Harald Salomann, Lutz M. Kolbe, Walter Brenner
In recent years, companies have integrated their customer relationship management (CRM) and knowledge management (KM) efforts because they realize that KM plays a key role in CRM success. In this...
Customer Relationship Management Survey - Status Quo and Future Challenges (2005)
Harald Salomann, Malte Dous, Lutz M. Kolbe, Walter Brenner
The main objective of this study is to identify the current status quo as well as future challenges of companies? CRM activities in the German-speaking area. Specifically, the topic ?self-service...
Referenzprozessmodell für das Customer Relationship Management (2004)
Malte Geib, Harald Salomann, Lutz M. Kolbe, Walter Brenner
Der vorliegende Artikel stellt ein Referenzprozessmodell für das Customer Relationship Management (CRM) vor und validiert dieses anhand einer Literaturanalyse. Motivation hierfür ist das Fehlen...