CRM八面体:客户关系管理成功案例1 荷兰皇家航空 KLM Royal Dutch Airlines
此案例来自以下来源:1.http://www.gartner.com/2_events/crmawards/2004/docs/KLM.pdf2.Viaene,StijnandCumps,Bjorn(2005)"CRMExcellenceatKLMRoyalDutchAirlines,"CommunicationsoftheAssociationforInformationSystems:Vol.