Customer Strategy: Observations from the Trenches

Abstract

This short article traces the evolution of customer relationship management from the perspective of an author who has written, researched, and worked in the field since the beginning of the relationship revolution in the early 1990s. Additional topics for research are suggested, especially in the area of understanding how companies can increase enterprise value by managing the rate of increase in customer equity.

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 52 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.