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Innovations in Classification, Data Science, and Information Systems pp 346–354Cite as

Customer Relationship Management in the Telecommunications and Utilities Markets

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Abstract

Customer relationship management (CRM) gained an increasing popularity in theory and practice. It is a business philosophy, a holistic approach, which integrates a set of marketing, sales, and service capabilities. In Germany, CRM has entered the telecommunications and the utilities markets most recently. We will present in this paper, to which extent telecommunications companies are ahead with their CRM capabilities compared to companies in the utilities markets.

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Author information

Authors and Affiliations

  1. Strategy and Business Architecture (Accenture Service Line), Accenture, Campus Kronberg 1, D-61476, Kronberg, Germany

    Robert Katona

  2. Institut für Wirtschaftswissenschaften, Brandenburgische Technische Universität Cottbus, D-03013, Cottbus, Germany

    Daniel Baier

Authors
  1. Robert Katona
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  2. Daniel Baier
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Editor information

Editors and Affiliations

  1. Institute of Business Administration and Economics, Brandenburg University of Technology Cottbus, Konrad-Wachsmann-Allee 1, 03046, Cottbus, Germany

    Daniel Baier (Chair of Marketing and Innovation Management) (Chair of Marketing and Innovation Management)

  2. Department of Medical Biometrics Charité Virchow-Klinikum, Humboldt University Berlin, 13344, Berlin, Germany

    Klaus-Dieter Wernecke

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© 2005 Springer-Verlag Berlin · Heidelberg

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Katona, R., Baier, D. (2005). Customer Relationship Management in the Telecommunications and Utilities Markets. In: Baier, D., Wernecke, KD. (eds) Innovations in Classification, Data Science, and Information Systems. Studies in Classification, Data Analysis, and Knowledge Organization. Springer, Berlin, Heidelberg. https://doi.org/10.1007/3-540-26981-9_40

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