Abstract
The importance of consumers in the field of management has played a decisive role for a very long time. Even in the industrial age, corporations developed control systems that supported the effective handling of material and financial funds. The focal point was exclusively on monetary indicators.
“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider on our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.”
Mahatma Gandhi (1869–1948)
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Moser, M.A. (2021). Introduction. In: Impacts of Customer Relationship Management on Development of Corporations. Gabler Theses. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-35835-8_1
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DOI: https://doi.org/10.1007/978-3-658-35835-8_1
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