Article,
Management of Customer Relationship in Business Media (MCR-BM)
Electronic Markets, 10 (3): 162--168 (2000)
DOI: 10.1080/10196780050177062
Abstract
The developments of the Digital Economy will have a fundamental impact on the structures and processes of economic systems. Within this new economy the importance of the creation and maintenance of a relationship between a customer and a supplier is increasing, but the way to handle this relationship is changing. Therefore, we focus on the upcoming challenges to relationships between suppliers and customers. Viewing this focus in more detail we will develop the outline of a new, holistic approach to the management of customer relationship in Business Media. In order to manage the relationship between suppliers and customers in a successful way, a model for the Management of Customer Relationship will be presented. This model includes several building blocks, which should be considered when designing and maintaining the relationship in an online environment. This model should, therefore, serve as a framework to combine the various instruments of the Management of Customer Relationship.
