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The New Ruthless EconomyWork and Power in the Digital Age$
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Simon Head

Print publication date: 2005

Print ISBN-13: 9780195179835

Published to Oxford Scholarship Online: October 2011

DOI: 10.1093/acprof:oso/9780195179835.001.0001

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PRINTED FROM OXFORD SCHOLARSHIP ONLINE (www.oxfordscholarship.com). (c) Copyright Oxford University Press, 2019. All Rights Reserved. An individual user may print out a PDF of a single chapter of a monograph in OSO for personal use. date: 14 October 2019

The Customer Relations Factory

The Customer Relations Factory

(p.80) 5 The Customer Relations Factory
The New Ruthless Economy

Simon Head

Oxford University Press

This chapter examines the importance of customer relations management (CRM) in the new economy in the U.S. It states that CRM has moved forward to the center of corporate strategy and the pre-eminence of CRM has been an insistent theme of recent business literature. Harvard Business School theorist Rosabeth Moss Kanter suggested that this trend may be attributed to the shift from an industrial to an information economy where more people hold jobs that involve human contact.

Keywords:   customer relations management, corporate strategy, Rosabeth Moss Kanter, information economy, human contact

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