Abstract
Can customer relationship management (CRM) prosper in a smart grid world? Although a compelling vision for the CRM and smart grid marriage exists, substantial barriers may derail a successful union. In some utility circles, CRM is a dirty word. Privacy concerns abound. And we are not sure whether customers will actually co-create value. © 2011 Macmillan Publishers Ltd.
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APA
Honebein, P. C., & Cammarano, R. F. (2011). The agony and the ecstasy of CRM in a smart grid world. Journal of Database Marketing and Customer Strategy Management, 18(4), 225–232. https://doi.org/10.1057/dbm.2011.35
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