Customer Selection in CRM implementation: Firms' strategies in the competitive market with network externality

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Customer profitability recognition is easier with CRM enabling technologies and the strategy of firing unprofitable customers prevails in the market. However, in the digital and Internet age, network externality is becoming more important. Therefore, the concern over firing unprofitable customers has increased. Our research is intended to develop strategic guidance for customer selection when flTffis implement CRM in the market with network externality.
Publisher
The Korean Operations Research and Management Science Society
Issue Date
2003-11
Language
ENG
Citation

Proceedings of KORMS, pp.183 - 186

URI
http://hdl.handle.net/10203/4752
Appears in Collection
MT-Conference Papers(학술회의논문)
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