Customer Relationship Management: Beyond A Commodity Process


The paper reported and conceptualized the strategic planning process and rationale behind the introduction of a customer relationship management (CRM) project. Based on the differentiation between core competencies and commodity processes, a case study, focusing on the setting up and management of a customer services call center, is conducted to examine how… (More)


Cite this paper

@inproceedings{Poulson2004CustomerRM, title={Customer Relationship Management: Beyond A Commodity Process}, author={Brad Poulson and Jimmy C. Huang and Sue Newell and Robert D. Galliers}, booktitle={AMCIS}, year={2004} }