Lutz Kolbe

Measurement (2008)

Annette Reichold, Lutz Kolbe, Walter Brenner

Customer Relationship Management (CRM), a management philosophy that focuses on the nurturing of customer relationships, emerged as a response to decreasing customer loyalty and increasing...

Dous et al. Knowledge Management Capabilities in CRM Knowledge Management Capabilities in CRM: Making Knowledge For, From and About Customers Work ABSTRACT (2008)

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...

Self-Services in Customer Relationships: Balancing High-Tech and High-Touch Today and Tomorrow (2006)

Salomann, Harald., Kolbe, Lutz., Brenner, Walter.

e-Service Journal - Volume 4, Number 2, Winter 2005

Measuring the Utilization of Collaboration Technology for Knowledge Development and Exchange in Virtual Communities (2004)

Malte Geib, Christian Braun, Lutz Kolbe, Walter Brenner

The success of a virtual community depends chiefly on the community members ’ utilization of the community system that supports it. It is therefore essential that the functions of the system meet...