CRM at Dagbladet Børsen: a success story from Denmark

Lindgreen, Adam ORCID: https://orcid.org/0000-0001-7881-7350, Elling, Jesper and Mler, Jens R. 2003. CRM at Dagbladet Børsen: a success story from Denmark. International Journal of Customer Relationship Management 5 (3) , pp. 219-239.

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Abstract

The authors develop a single embedded case study on Dagbladet Børsen. They consider key areas of a four-year long customer relationship management (CRM) programme and offer insights into the design, implementation, and monitoring of a particular CRM programme. This procedure is organised around eight areas: commitment of senior management, situational report, analysis, strategy formulation, implementation, management development, employee involvement, and evaluation of loyalty-building processes.

Item Type:	Article
Date Type:	Publication
Status:	Published
Schools:	Schools > Business (Including Economics)
Subjects:	H Social Sciences > HF Commerce
Uncontrolled Keywords:	CRM programme; Design; Implementation; Monitoring; Newspaper Publishing Industry
Publisher:	Winthrop
ISSN:	1461-4561
Related URLs:	http://www.jesperelling.com/pdf/A_Succes...
Last Modified:	25 Oct 2022 08:48
URI:	https://orca.cardiff.ac.uk/id/eprint/55300

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