TY  - DATA
AU  - Yamamoto,Hideo
ED  - International Gas Union, IGU
ED  - World Gas Conference (22nd. : 2003 jun 1-5 : Tokyo)
ED  - International Gas Union, IGU
TI  - Realization of CRM strategy in japanese competitive environment
U1  - CD I249 1 0013788 
N1  - Disponible en CD en formato PDF
N2  - Transcripción del abstract original del autor: As deregulation of the energy industry continues to expand toward the future, Japanese city gas companies will need to maintain their existing relations with customers by differentiating themselves in their strong area of customer service and through company-wide reforms that center around CRM, in addition to competing on the basis of pricing. Now, how should Japanese city gas companies proceed with reinventing themselves with the use of CRM at theirs center? We believe that what’s important for development of a CRM scheme is not to simply implement IT capabilities but rather an approach that integrates strategy, IT, organization and business processes. This paper further describes this approach of CRM-based, company-wide reform
ER  -