Managing the trade-off between relationships and value networks. Towards a value-based approach of customer relationship management in business-to-business markets

被引：44
作者：
Ehret, M [1 ]
机构：
[1] Free Univ Berlin, Inst Mkt, D-14195 Berlin, Germany
来源：
INDUSTRIAL MARKETING MANAGEMENT | 2004年 / 33卷 / 06期
关键词：
customer relationship management; relationship marketing; value networks; business networks; customer lifetime value; business-to-business marketing; B2B; business market management;
D O I：
10.1016/j.indmarman.2004.03.002
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
The management of buyer-seller relationships was an early antecedent to the development of customer relationship management (CRM) concepts. Currently, CRM concepts are being challenged by the rise of value networks. Value networks can and, often, do interfere with customer relationships and thereby call for a broader range of concepts to analyze and understand relationship management and the influence of value networks on relationships. This introductory article describes the nature of the problem between relationships and value networks, reviews the current state of research, and describes the contributions of the articles presented in this special issue on CRM in business-to-business markets. (C) 2004 Elsevier Inc. All rights reserved.
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页码：465 / 473
页数：9
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