Customer management effort, link with

Shapiro, Rangan, Moriarty, and Ross (1987), Rangan, Moriarty, Gordon, and Swartz (1992), and others conceptualize industrial buying behavior segmentation in mature markets as based on price and cost-to-serve. This framework permits the linking of a vendor s customer management effort (value creation) with ability to extract customer value (prices). ... 

Customer relationship management (CRM) systems will finally flourish and link the nucleus firm with its most important business customers, while collaborative planning, forecasting, and replenishment (CPFR) techniques will be at work with any retailers or business customers benefiting from this type of shared effort. Distributors and resellers will play a familiar... 

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