Heinrich, Bernd (2005) Transforming Strategic Goals of CRM into Process Goals and Activities. Business process management journal 11 (6), pp. 709-723.
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Purpose – The purpose of this paper is to address two questions: what is the difference between relationship processes and purely product-oriented processes? And to answer this question we should bear in mind what we mean by relationship, and why a customer is willing to establish and maintain a relationship at all. Design/methodology/approach – An empirical analysis subjected the motives of ...
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|Institutions:||Business, Economics and Information Systems > Institut für Wirtschaftsinformatik > Lehrstuhl für Wirtschaftsinformatik II (Prof. Dr. Bernd Heinrich)|
|Research groups and research centres:||Not selected|
|Keywords:||Customer relations, Process planning, Banking|
|Subjects:||300 Social sciences > 330 Economics|
|Refereed:||Yes, this version has been refereed|
|Created at the University of Regensburg:||Unknown|
|Deposited On:||03 Feb 2012 07:06|
|Last Modified:||10 Apr 2013 10:49|