Working Papers

Creating a Superior Customer-relating Capability

George S. Day

Jan 1, 2003

Based on survey of 342 managers in medium-to-large firms and in-depth interviews with managers in 14 companies, delineates the capabilities that distinguish firms with superior capabilities in customer relationship management.

By using MSI.org you agree to our use of cookies as identifiers and for other features of the site as described in our Privacy Policy.