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Customer intimacy analytics : leveraging operational data to assess customer knowledge and relationships and to measure their business impact

Habryn, Francois

Abstract:
The ability to capture customer needs and to tailor the provided solutions accordingly, also defined as customer intimacy, has become a significant success factor in the B2B space - in particular for increasingly \"servitizing\" businesses. This book elaborates on the solution CI Analytics to assess and monitor the impact of customer intimacy strategies by leveraging business analytics and social network analysis technology. This solution thereby effectively complements existing CRM solutions.

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Volltext §
DOI: 10.5445/KSP/1000028159
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Cover der Publikation
Zugehörige Institution(en) am KIT Karlsruhe Service Research Institute (KSRI)
Publikationstyp Hochschulschrift
Publikationsjahr 2012
Sprache Englisch
Identifikator ISBN: 978-3-86644-848-3
urn:nbn:de:0072-281596
KITopen-ID: 1000028159
Verlag KIT Scientific Publishing, Karlsruhe
Umfang XIX, 356 S.
Abschlussart Dissertation
Fakultät Fakultät für Wirtschaftswissenschaften (WIWI)
Institut Karlsruhe Service Research Institute (KSRI)
Prüfungsdaten 16.02.2012
Referent/Betreuer Prof. G. Satzger
Schlagwörter Customer Intimacy; Business Analytics; Social Networks; Services; Strategy
KIT – Die Forschungsuniversität in der Helmholtz-Gemeinschaft
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