A Framework for Customer Relationship Management

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Most cited references 3

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Customer Satisfaction, Market Share, and Profitability: Findings from Sweden

Donald Lehmann, Eugene Anderson, Claes Fornell (1994)

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On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing

Werner Reinartz, V. Kumar (2000)

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Environmental Strategy and Competitive Advantage: An Introduction

Christine Rosen (2001)

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Author and article information

Journal

Title: California Management Review

Abbreviated Title: California Management Review

Publisher: JSTOR

ISSN (Print): 0008-1256

ISSN (Electronic): 2162-8564

Publication date Created: July 2001

Publication date (Print): July 2001

Volume: 43

Issue: 4

Pages: 89-105

Article

DOI: 10.2307/41166102

SO-VID: be578fdc-39b1-4e1f-93a2-4fed39a29457

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