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CRM을 위한 내부고객관리
Internal Customer Management for CRM

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Authors
이유재
Issue Date
2001-12
Publisher
서울대학교 경영연구소
Citation
경영논집, Vol.35 No.4, pp. 287-310
Keywords
287-310
Description
2001-12
Abstract
In recent years many companies are realizing the importance of customer relationship

management and are making a great amount of investment in building CRM programs.

Main focus has often been on the relationships between the firm and external customers.

However, management of internal customers is quite critical to the success of overall

customer relationship management. This paper investigates the fundamental issues that are

inherent in internal customer management for successful CRM. After the role of internal

customers is examined, the processes of internal customer management are reviewed in

detail. The strategic implications and specific action plans are then suggested.
ISSN
1229-0491
Language
Korean
URI
https://hdl.handle.net/10371/44354
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College of Business Administration/Business School (경영대학/대학원)Institute of Management Research (경영연구소)경영논집경영논집 vol.35 (2001)
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