{"id":"https://openalex.org/W53279683","doi":"https://doi.org/10.1007/978-3-8349-6618-6_11","title":"Der Kundenbeziehungs-Lebenszyklus","display_name":"Der Kundenbeziehungs-Lebenszyklus","publication_year":2011,"publication_date":"2011-01-01","ids":{"openalex":"https://openalex.org/W53279683","doi":"https://doi.org/10.1007/978-3-8349-6618-6_11","mag":"53279683"},"language":"de","primary_location":{"id":"doi:10.1007/978-3-8349-6618-6_11","doi":"https://doi.org/10.1007/978-3-8349-6618-6_11","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-8349-6618-6_11","pdf_url":null,"source":{"id":"https://openalex.org/S4306463307","display_name":"Gabler eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"ebook platform"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Grundlagen des CRM","raw_type":"book-chapter"},"volume":{"id":"https://openalex.org/W4239623421","display_name":"Grundlagen des CRM"},"type":"book-chapter","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/A5108800546","display_name":"Bernd Stau\u00df","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Bernd Stauss","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5108800546"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":3.6379,"has_fulltext":false,"cited_by_count":19,"citation_normalized_percentile":{"value":0.97303427,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":null,"issue":null,"first_page":"319","last_page":"341"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8804000020027161,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource 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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8804000020027161,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource 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/T12384","display_name":"Customer churn and segmentation","score":0.07649999856948853,"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/T10910","display_name":"Corporate Governance and Management","score":0.039000000804662704,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.9900000095367432},{"id":"https://openalex.org/keywords/customer-relationships","display_name":"customer relationships","score":0.7749999761581421},{"id":"https://openalex.org/keywords/relationship-phases","display_name":"relationship phases","score":0.7179999947547913},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.3889999985694885},{"id":"https://openalex.org/keywords/customer-acquisition","display_name":"customer acquisition","score":0.41600000858306885},{"id":"https://openalex.org/keywords/customer-concentration","display_name":"customer concentration","score":0.5149999856948853},{"id":"https://openalex.org/keywords/database-technology","display_name":"database technology","score":0.5019999742507935}],"concepts":[{"id":"https://openalex.org/C200601418","wikidata":"https://www.wikidata.org/wiki/Q2193887","display_name":"Reliability engineering","level":1,"score":0.2470245659351349},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.15353181958198547}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-8349-6618-6_11","doi":"https://doi.org/10.1007/978-3-8349-6618-6_11","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-8349-6618-6_11","pdf_url":null,"source":{"id":"https://openalex.org/S4306463307","display_name":"Gabler eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"ebook platform"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Grundlagen des CRM","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":12,"referenced_works":["https://openalex.org/W593822090","https://openalex.org/W1541672689","https://openalex.org/W1571360357","https://openalex.org/W1842935381","https://openalex.org/W1991670833","https://openalex.org/W2206735929","https://openalex.org/W2477008974","https://openalex.org/W2504149198","https://openalex.org/W2679487883","https://openalex.org/W3209848202","https://openalex.org/W4242140541","https://openalex.org/W4246710476"],"related_works":["https://openalex.org/W1588726891","https://openalex.org/W4245383025","https://openalex.org/W155521996","https://openalex.org/W4205860812","https://openalex.org/W4245427020","https://openalex.org/W4241788620","https://openalex.org/W7038772221","https://openalex.org/W190653959","https://openalex.org/W4236042399","https://openalex.org/W72869468"],"abstract_inverted_index":{"Das":[0],"Kundenbeziehungsmanagement":[1],"(Customer":[2],"Relationship":[3,183],"Management)":[4],"als":[5,166],"systematischer":[6],"Aufbau":[7],"und":[8,67,72,104,150,178],"Ausbau":[9],"langfristiger,":[10],"\u00f6konomisch":[11],"attraktiver":[12],"Gesch\u00e4ftsbeziehungen":[13],"hat":[14],"in":[15],"den":[16,99],"letzten":[17],"Jahren":[18],"eine":[19,26],"stark":[20],"zunehmende":[21],"Bedeutung":[22],"erlangt.":[23],"Hierf\u00fcr":[24],"ist":[25,115],"Reihe":[27],"von":[28,91,98],"Faktoren":[29],"verantwortlich.":[30],"Zu":[31],"ihnen":[32],"geh\u00f6rt":[33],"vor":[34],"allem":[35],"die":[36,62,68,140,172],"S\u00e4ttigung":[37],"vieler":[38],"M\u00e4rkte":[39],"mit":[40],"der":[41,44,65,132,145],"Notwendigkeit,":[42],"anstelle":[43],"Konzentration":[45],"auf":[46,60,77],"Neukundengewinnung":[47],"das":[48,155,164,179],"Ertragspotenzial":[49],"bestehender":[50],"Kunden":[51],"auszusch\u00f6pfen.":[52],"Dar\u00fcber":[53],"hinaus":[54],"tragen":[55],"weitere":[56],"Trends":[57],"wie":[58],"Konzentrationsprozesse":[59],"Kundenseite,":[61],"verst\u00e4rkte":[63],"Individualisierung":[64],"Bedarfe":[66],"Entwicklung":[69],"neuer":[70],"Kommunikations-":[71],"Datenbanktechnologien":[73],"zur":[74],"quasi-individuellen":[75],"Kundenbearbeitung":[76],"Massenm\u00e4rkten":[78],"zum":[79],"Bedeutungszuwachs":[80],"des":[81,108,112,161,174,181],"Beziehungsmanagements":[82],"bei":[83],"(Diller":[84],"2001a,":[85],"S.":[86],"164).":[87],"Eine":[88],"planm\u00e4\u00dfige":[89],"Gestaltung":[90],"Kundenbeziehungen":[92],"setzt":[93],"allerdings":[94],"ein":[95,105],"klares":[96],"Verst\u00e4ndnis":[97],"charakteristischen":[100],"Merkmalen":[101],"einer":[102,121,134],"Beziehung":[103],"beziehungsorientiertes":[106],"Konzept":[107],"Management-Instrumentariums":[109],"voraus.":[110],"Ziel":[111],"vorliegenden":[113],"Beitrags":[114],"es":[116],"daher,":[117],"zun\u00e4chst":[118],"grunds\u00e4tzliche":[119],"Merkmale":[120],"Kundenbeziehung":[122,135],"zu":[123,187],"beschreiben.":[124],"Darauf":[125],"aufbauend":[126],"wird":[127],"gezeigt,":[128],"dass":[129],"sich":[130,165],"w\u00e4hrend":[131],"Lebensdauer":[133],"charakteristische":[136],"Phasen":[137],"identifizieren":[138],"lassen,":[139],"jeweils":[141],"einen":[142],"unterschiedlichen":[143],"Status":[144],"Gesch\u00e4ftsbeziehung":[146],"aus":[147],"Kundensicht":[148],"pr\u00e4sentieren":[149],"damit":[151],"spezifische":[152],"Anforderungen":[153],"an":[154],"Management":[156,184],"stellen.":[157],"Dies":[158],"erfolgt":[159],"anhand":[160],"Kundenbeziehungs-Lebenszyklus-":[162],"Konzepts,":[163],"sinnvolle":[167],"konzeptionelle":[168],"Basis":[169],"erweist,":[170],"um":[171],"Aktivit\u00e4ten":[173],"Kundenbeziehungsmanagements":[175],"beziehungsorientiert":[176],"auszurichten":[177],"Handlungsfeld":[180],"Customer":[182],"sinnvoll":[185],"inhaltlich":[186],"strukturieren.":[188]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2013,"cited_by_count":4}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}