Abstract
Chapter three describes IT and service classes of the customer relationship and current IT trends. Chapter four departs from a technically oriented point of view and identifies business potentials of information technology in the customer relationship. Sections 4.1. and 4.2. summarize developments in the area of Electronic Customer Care, derive business trends (concepts) and illustrate them with examples. Section 4.3. specifies the goals and benefits of ECC solutions.
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© 2002 Springer-Verlag Berlin Heidelberg
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Muther, A. (2002). Trends in the Supplier-Customer Relationship. In: Customer Relationship Management. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-56222-8_4
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DOI: https://doi.org/10.1007/978-3-642-56222-8_4
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-62543-5
Online ISBN: 978-3-642-56222-8
eBook Packages: Springer Book Archive