Customer centric business processing

International Journal of Productivity and Performance Management

Volumn 53, Issue 1, 2004, Pages 44-51

  Bolton, Mike ^a  

^a Explored Futures ^*  (United Kingdom)

Author keywords

Business policy; Business process reengineering; Customer relations

Indexed keywords

EID: 84986145278     PISSN: 17410401     EISSN: None     Source Type: Journal    
DOI: 10.1108/17410400410509950     Document Type: Article

References (4)

1. Evans, G. (2002), “Measuring and managing customer value”, Work Study, Vol. 51 No. 3.
2. Imhoff, C., Loftis, L., Geiger, J.G. (2001), Building the Customer-Centric Enterprise: Data Warehousing Techniques for Supporting Customer Relationship Management, John Wiley & Sons, New York, NY.
3. Molineux, P. (2002), Exploiting CRM: Connecting with Customers, Hodder & Stoughton, London.
4. Reichheld, F.F. and Sasser, W.E. Jr (1990), “Zero defections: quality comes to services”, Harvard Business Review, Vol. 68 No. 5, September-October, pp. 105-11.