INNOVATION CAPABILITY AND CUSTOMER RELATIONSHIP MANAGEMENT: A REVIEW
INNOVATION CAPABILITY AND CUSTOMER RELATIONSHIP MANAGEMENT: A REVIEW

Summary/Abstract: Through the proposed research the authors seek to provide answers to a series of questions of topical interest and specialized theory regarding the customer relationship management (CRM) and its intersection with innovation capability, in order to learn how the two concepts co-exist, affect and transform each other. Five dimensions of CRM (information sharing, customer involvement, long-term partnership, joint problem-solving, and technology-based CRM) and five aspects of innovation capability (product, process, administrative, marketing, and service innovations) will be identified and explained. At later stages, the result of this study may serve as a reference point for future projects.

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