Towards a Model for Measuring Customer Intimacy in B2B Services

This paper proposes an approach for evaluating the relationship with a customer, leading to the creation of a Customer Intimacy Grade (CIG), across multiple levels of granularity: employee, team, business unit and whole organization. Our approach focuses on B2B service organizations which provide their customers with complex solutions and whose relationship with the customer is distributed among multiple employees and across different business units. The suggested approach should improve the systematic analysis of customer intimacy in organizations, leverage the customer knowledge scattered throughout the organization and enable benchmarking and focused investments in customer relationships.

• Type: Journal
• Year: 2010
• Where: ICEXSS
• Authors: François Habryn, Benjamin Blau, Gerhard Satzger, Bernhard Kölmel
• Keywords: Business Units, Customer, Customer Intimacy, ICEXSS 2010, Information Technology