A Framework for Examining IT-Enabled Market Relationships

Market relating capability has the potential to be a sustainable competitive advantage for a firm. Day (2000) describes the three elements of market relating capability as 1) relationship orientation, 2) integrated and aligned processes, and 3) deep knowledge of the customer. Information technology...

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Veröffentlicht in:	The Journal of personal selling & sales management 2001-04, Vol.21 (2), p.177-185
1. Verfasser:	Shoemaker, Mary E.
Format:	Artikel
Sprache:	eng
Schlagworte:	Application service providers Automatic control Automation Brand loyalty Business orders Business structures Collaboration Competition Competitive advantage Customer relations Customer relationship management Customer services Customers Enterprise resource planning Information technology Knowledge management Marketing Marketing strategies Problem solving Sales management Sales personnel Salespeople Software Studies Technology Websites Wholesalers
Online-Zugang:	Volltext
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Beschreibung
Zusammenfassung:	Market relating capability has the potential to be a sustainable competitive advantage for a firm. Day (2000) describes the three elements of market relating capability as 1) relationship orientation, 2) integrated and aligned processes, and 3) deep knowledge of the customer. Information technology tools have evolved that enable each of these elements, particularly in the areas of Customer Relationship Management (CRM), Enterprise Resource Planning (ERP), and Knowledge Management (KM). This paper describes a framework for examining the technology available in each of these areas for enabling market relating capability.
ISSN:	0885-3134 1557-7813
DOI:	10.1080/08853134.2001.10754268