{"id":"https://openalex.org/W208035124","doi":"https://doi.org/10.1007/978-3-642-36453-2_4","title":"Erkenntnisse aus dem CRM-Expertenrat","display_name":"Erkenntnisse aus dem CRM-Expertenrat","publication_year":2013,"publication_date":"2013-01-01","ids":{"openalex":"https://openalex.org/W208035124","doi":"https://doi.org/10.1007/978-3-642-36453-2_4","mag":"208035124"},"language":"de","primary_location":{"id":"doi:10.1007/978-3-642-36453-2_4","doi":"https://doi.org/10.1007/978-3-642-36453-2_4","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-36453-2_4","pdf_url":null,"source":{"id":"https://openalex.org/S4306463937","display_name":"Springer eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"ebook platform"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Industrielle Services strategisch optimieren","raw_type":"book-chapter"},"volume":{"id":"https://openalex.org/W2503147225","display_name":"Industrielle Services strategisch optimieren"},"type":"book-chapter","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5090013629","display_name":"Michael Schawalder","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Michael Schawalder","raw_affiliation_strings":["Buechweg 6, 5445, Eggenwil, Switzerland","Eggenwil, Switzerland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Buechweg 6, 5445, Eggenwil, Switzerland","institution_ids":[]},{"raw_affiliation_string":"Eggenwil, Switzerland","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5080489097","display_name":"Volker Lenz","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Volker Lenz","raw_affiliation_strings":["Furmisstra\u00dfe 28, Albbruck, Deutschland","Albbruck, Deutschland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Furmisstra\u00dfe 28, Albbruck, Deutschland","institution_ids":[]},{"raw_affiliation_string":"Albbruck, Deutschland","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5045135369","display_name":"Herbert R\u00f6llin","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Herbert R\u00f6llin","raw_affiliation_strings":["Riedmattli 9, 6315, Ober\u00e4geri, Switzerland","Ober\u00e4geri, Switzerland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Riedmattli 9, 6315, Ober\u00e4geri, Switzerland","institution_ids":[]},{"raw_affiliation_string":"Ober\u00e4geri, Switzerland","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5090013629"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.08215514,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"19","last_page":"24"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10910","display_name":"Corporate Governance and Management","score":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10910","display_name":"Corporate Governance and Management","score":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.002400000113993883,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11938","display_name":"ERP Systems Implementation and Impact","score":0.0008999999845400453,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.9929999709129333},{"id":"https://openalex.org/keywords/critical-success-factors","display_name":"success factors","score":0.8859999775886536},{"id":"https://openalex.org/keywords/crm-strategy","display_name":"CRM strategy","score":0.953000009059906},{"id":"https://openalex.org/keywords/crm-processes","display_name":"CRM processes","score":0.9259999990463257},{"id":"https://openalex.org/keywords/customer-processes","display_name":"customer processes","score":0.8389999866485596},{"id":"https://openalex.org/keywords/crm-tools","display_name":"CRM tools","score":0.8669999837875366},{"id":"https://openalex.org/keywords/crm-implementation","display_name":"CRM implementation","score":0.8190000057220459}],"concepts":[{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.4344156086444855},{"id":"https://openalex.org/C15708023","wikidata":"https://www.wikidata.org/wiki/Q80083","display_name":"Humanities","level":1,"score":0.42539215087890625},{"id":"https://openalex.org/C178550888","wikidata":"https://www.wikidata.org/wiki/Q2043282","display_name":"Business administration","level":1,"score":0.39338594675064087},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.37010425329208374},{"id":"https://openalex.org/C142362112","wikidata":"https://www.wikidata.org/wiki/Q735","display_name":"Art","level":0,"score":0.1446141004562378}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-642-36453-2_4","doi":"https://doi.org/10.1007/978-3-642-36453-2_4","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-36453-2_4","pdf_url":null,"source":{"id":"https://openalex.org/S4306463937","display_name":"Springer eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"ebook platform"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Industrielle Services strategisch optimieren","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":2,"referenced_works":["https://openalex.org/W2480448048","https://openalex.org/W4253539487"],"related_works":["https://openalex.org/W3014396854","https://openalex.org/W2778108586","https://openalex.org/W4240342752","https://openalex.org/W444976804","https://openalex.org/W8431026","https://openalex.org/W300894228","https://openalex.org/W2804803033","https://openalex.org/W246981013","https://openalex.org/W2440368161","https://openalex.org/W4253539487"],"abstract_inverted_index":null,"counts_by_year":[],"updated_date":"2026-10-10T09:11:00.788812","created_date":"2016-06-24T00:00:00"}
