Customer Resource Management: Assets, Relationships, Value, and Knowledge

Author: Wang Yonggui
Publisher:
Publish Date: 2005-11-01
Features: This book breaks through the "vicious cycle" of one-sidedly emphasizing the theory and practice of customer relationship management, standing at the strategic high ground. It starts with cutting-edge theories and the successful practices of outstanding enterprises, based on the perspective of mutual resource investment and resource matching between enterprises and customers. From an integrated viewpoint, it discusses and explores issues in customer resource management theory and practice, such as customer base, customer share, customer assets, customer value, customer interaction, customer relationships, and customer knowledge management. It provides practical strategic approaches and winning tools for enterprises to more effectively manage customer resources and seek competitive advantages.