Individualization Based Collaborative Customer Relationship Management : Motives, Structures, and Modes of Collaboration for Mass Customizationand CRM

This paper will extend the subject customer relationship management on two further dimensions: collaboration and individualization.

Year of publication:	2002-05-01
Authors:	Piller, Frank Thomas ; Schaller, Christian
Publisher:	Institut für Wirtschafts- und Rechtswissenschaften <München> / Lehrstuhl für Allgemeine und Industrielle Betriebswirtschaftslehre
Subject:	Kundenorientierung \| Kundenmanagement Beziehungsmanagement

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Part 1: Challenges of collaborative CRM: an introductorily case from the sports shoe industry
Part 2: Collaboration in CRM - potentials and challenges of an individualization based approach
Part 3: Building customer loyalty with collaboration nets - four models ofindividualization based CCRM

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