Assessing the potential of customer relationship management: Clarifying the decision

Services Marketing Quarterly

Volumn 26, Issue 1, 2004, Pages 1-18

  Frantz, Bryan ^a   McDougall, Gordon ^b  

^a Fraser Milner Casgrain LLP   (Canada)

^b WILFRID LAURIER UNIVERSITY   (Canada)

Author keywords

Customer relationship management; Customer value; Market segmentation; Professional service firms; Retention rates

Indexed keywords

EID: 32444450494     PISSN: 15332969     EISSN: None     Source Type: Journal    
DOI: 10.1300/J396v26n01_01     Document Type: Review

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