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Paper w78-2000-650:
Customer relationship management in facilities management

Facilitated by the SciX project

Naaranoja M

Customer relationship management in facilities management

Abstract: "Customer Relationship Management (CRM) is one of the fastest growing IT area today. This paper studies needs and benefits of this kind of environment in Real Estate Management (REM) and compares the used systems with an other business field. The changing business environment challenges the facility managers and whole construction sector to serve their customers better by using concurrent engineering and CRM. CRM includes systems like middleware, electronic customer service, data warehousing and knowledge management. This paper presents CRM in two cases: facilities management company and electronic engineering company."

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DOI:

Full text: content.pdf (216,764 bytes) (available to registered users only)

Series: w78:2000 (browse)
Cluster: papers of the same cluster (result of machine made clusters)
Class: class.commerce (0.025428) class.environment (0.020124) class.strategies (0.015422)
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Permission to reproduce these documents have been graciously provided by Icelandic Building Research Institute. The assistance of the editor, Mr. Gudni Gudnason, is gratefully appreciated

 

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