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B2B2B User Interaction and Innovation: A Framework for Complex Customer Relationship Management
Blekinge Institute of Technology, School of Management.
2012 (English)Independent thesis Advanced level (degree of Master (Two Years))Student thesis
Abstract [en]

Customer Relationship Management (CRM) refers to a set of management procedures that allow firms to manage their interactions with customers. On the other hand, building close relationship with customers is also a capability that helps to enhance innovation performance (Battor & Battor, 2010). While former studies have put an emphasis on individual users and their roles in the innovation process, we focus on user firms and aim to develop a framework for innovating with B2B2B users in a complex setting by organizing CRM. Case study has been conducted to explore the value creating processes and encounter processes of a producer, its distributors, and its users. Empirical findings show that our proposed framework can be applied to manage the interaction between these firms. In doing so, it can also foster innovation process of the producer.

Place, publisher, year, edition, pages
2012. , 65 p.
Keyword [en]
User Interaction and Innovation, Customer Relationship Management
National Category
Business Administration
URN: urn:nbn:se:bth-4185Local ID: diva2:831510
Social and Behavioural Science, Law
Available from: 2015-04-22 Created: 2012-11-11 Last updated: 2015-06-30Bibliographically approved

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