Customer Relationship Management in the Telecommunications and Utilities Markets

  • Robert Katona
  • Daniel Baier
Part of the Studies in Classification, Data Analysis, and Knowledge Organization book series (STUDIES CLASS)


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.


Relationship Marketing Utility Company Telecommunication Company Scheffe Test Customer Information 
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Copyright information

© Springer-Verlag Berlin · Heidelberg 2005

Authors and Affiliations

  • Robert Katona
    • 1
  • Daniel Baier
    • 2
  1. 1.Strategy and Business Architecture (Accenture Service Line), AccentureKronbergGermany
  2. 2.Institut für WirtschaftswissenschaftenBrandenburgische Technische Universität CottbusCottbusGermany

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