by S.L. Pan, C.W. Tan, E.T.K. Lim
4 days in the top 100 Download: $10.95
(Visit the Best Sellers in e-Docs list for authoritative information on this product's current rank.)
Review & Description
This digital document is a journal article from Decision Support Systems, published by Elsevier in 2006. The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser.
Description:
The case of the National IT Literacy Program (NITLP) as part of Singapore's e-government initiative serves to illustrate the evolution of strategic customer relationship management (CRM) practices. The role of CRM has remained relatively consistent even though its practices have evolved in response to both environmental and technological changes. This study introduces the concepts of relational incentive, relational value and relational tool that position indirect communications as an important contender to direct communications for organizational relationship building. This study adopts a relational perspective with which to formulate a managerial strategy for CRM that is independent of direct organizational involvement. Read more
No comments:
Post a Comment