Authors: Pauliina Ulkuniemi; Tuija Mainela
In the present study our aim is to examine the role of personal interaction in customer relationship management in project business. We answer the research question: How is the personal interaction intertwined with the management of customer relationships in project business organisations? We connect the extensive knowledge on interactions in business relationships with research on social interaction in particular to enrich our understanding of the customer relationship management in project business. In the empirical part of the study we examine two project business firms supplying technologies for process industries. Both firms provide highly tailored technological solutions but differ in terms of size and organizing logic. Through comparing these two project business firms we are able to capture the variety of situations where personal relationships are related to organising of the customer relationship management in the firm.
Journal: n.a. (n.a. – n.a.)
Web Address: n.a.
Publish Year: 2009
Conference: Marseille, France (2009)