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Business Strategy Review
Who's afraid of the Internet? Not companies, it seems, according to a new survey. But closer analysis suggests optimism may well be misplaced and expected benefits a mirage. The reality is that companies already adept at creating and nurturing close customer relationships will reap the benefits opened by the web.
This is the peer reviewed version of the following article: Day, G.S. & Hubbard, K.J. (2003). Customer Relationships Go Digital. Business Strategy Review 14, no. 1: 17-26, which has been published in final form at http://dx.doi.org/10.1111/1467-8616.00240.
This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Self-Archiving https://authorservices.wiley.com/author-resources/Journal-Authors/licensing-open-access/licensing/self-archiving.html.
Day, G. S., & Hubbard, K. J. (2003). Customer Relationships Go Digital. Business Strategy Review, 14 (1), 17-26. http://dx.doi.org/10.1111/1467-8616.00240
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Date Posted: 15 June 2018
This document has been peer reviewed.