Customer Input Management

James J. Lynch

Chapter 5 in Customer Loyalty and Success, 1995, pp 131-160 from Palgrave Macmillan

Abstract: Abstract Customer input management (CIM) recognises that consumers are part of the human resources of a company as well as a source of profit. The more consumers can contribute input to the production and delivery processes the greater will be their impact on cost effectiveness. By bringing the customer from outside to inside the organisation, conceptually if not actually, CIM transforms functions within a company, particularly marketing and human resources.

Keywords: Customer Loyalty; Service Encounter; Customer Retention; Automate Teller Machine; Marketing Plan (search for similar items in EconPapers)
Date: 1995
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-37471-3_5

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DOI: 10.1057/9780230374713_5

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