Conference Paper

Towards a Model for Measuring Customer Intimacy in B2B Services.

DOI: 10.1007/978-3-642-14319-9_1 Conference: Exploring Services Science - First International Conference, IESS 2010, Geneva, Switzerland, February 17-19, 2010. Revised Papers
Source: DBLP

ABSTRACT This paper proposes an approach for evaluating the relationship with a customer, leading to the creation of a Customer Intimacy Grade (CIG), across multiple levels of granularity: employee, team, business unit and whole organization. Our approach focuses on B2B service organizations which provide their customers with complex solutions and whose relationship with the customer is distributed among multiple employees and across different business units. The suggested approach should improve the systematic analysis of customer intimacy in organizations, leverage the customer knowledge scattered throughout the organization and enable benchmarking and focused investments in customer relationships.

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