Please use this identifier to cite or link to this item: http://hdl.handle.net/10419/54547
Authors: 
Gil-Lafuente, Anna María
Luis-Bassa, Carolina
Year of Publication: 
2011
Citation: 
[Journal:] Investigaciones europeas de dirección de la empresa (IEDEE) [ISSN:] 1135-2523 [Volume:] 17 [Year:] 2011 [Issue:] 2 [Pages:] 15-32
Abstract: 
All the areas within the company contact their customers, some directly and others from within the organization. CRM strategies, in conjunction with the R & D area, work on improving products and services to meet customer expectations. But could be missing valuable information of customers internally? How each area does influences in the innovation process? This paper presents the model of logical inferences, linking the interference of each area of the company over another in terms of client's information in order to adjust CRM strategies to meet the expectations and adding value
Subjects: 
customer relationship management
CRM
innovation
customer centered strategic innovation
CCSI
inference models
JEL: 
M31
C69
Document Type: 
Article

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