dc.contributor.author |
Kotze, Theuns G.
|
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dc.contributor.author |
Prinsloo, Melani
|
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dc.contributor.author |
Du Plessis, P.J.
|
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dc.date.accessioned |
2008-05-22T12:03:29Z |
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dc.date.available |
2008-05-22T12:03:29Z |
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dc.date.issued |
2003-12 |
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dc.description.abstract |
Customer management, customer relationship management (CRM) and relationship
marketing are currently receiving substantial attention in academia and industry. It
may well be asked whether these concepts should be regarded as mere fads or as
substantial contributions to management thought and practice. As a starting point for
this debate, an extensive literature review was undertaken. A distinction is made
between the different categories and responsibilities of customer management, CRM
and relationship marketing, and a new grouping is suggested. It is surmised that
CRM and customer management are positioned towards the fad end of the
continuum, and that relationship marketing has proven itself as an orientation founded
on substance. |
en |
dc.format.extent |
145181 bytes |
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dc.format.mimetype |
application/pdf |
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dc.identifier.citation |
Kotzé, TG, Prinsloo, M & Du Plessis, PJ 2003, 'Customer management: fad or substance?', Southern African Business Review, vol. 7, no. 2, pp. 11-27. [http://www.unisa.ac.za/sabusinessreview] |
en |
dc.identifier.issn |
1561-896X |
|
dc.identifier.uri |
http://hdl.handle.net/2263/5454 |
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dc.language.iso |
en |
en |
dc.publisher |
College of Economic and Management Sciences, University of South Africa |
en |
dc.rights |
College of Economic and Management Sciences, University of South Africa |
en |
dc.subject |
Customer relationship management (CRM) |
en |
dc.subject |
Customer management |
en |
dc.subject |
Marketing |
en |
dc.subject |
Management |
en |
dc.subject |
Business |
en |
dc.subject.lcsh |
Customer relations |
en |
dc.subject.lcsh |
Customer relations -- Management |
en |
dc.subject.lcsh |
Relationship marketing |
en |
dc.title |
Customer management : fad or substance? |
en |
dc.type |
Article |
en |