La gestión de las relaciones con clientes. Cómo crear valor mediante un enfoque riesgo-rentabildad
ISSN: 1577-2403
Year of publication: 2010
Issue Title: XVI Premios AECA sobre Contabilidad y Administración de Empresas
Issue: 92
Pages: 20-25
Type: Article
More publications in: AECA: Revista de la Asociación Española de Contabilidad y Administración de Empresas
Bibliographic References
- American Productivity and Quality Center(APQC) (2001), Customer Value Management, A Guide for Your Journey to Best Practice Processes, APQC. Houston, TX.
- Chartered Institute of Management Accountants(CIMA)(2008), Corporate Value Creation: Customer Value 2008 Report. CIMA. Londres.
- Epstein, M.J. (2007), Customer Profitability Analysis, Management Accounting Guideline. Certified Management Accountants of Canada (CMA), American Institute of Management Accountants (AIC-PA) y Chartered Institute of Management Accountants (CIMA).Toronto, Nueva York y Londres.
- Epstein, M.J. yYuthas, K. (2008), Managing Customer Value, Management Accounting Guideline. Certified Management Accountants of Canada (CMA), American Institute of Management Accountants (AICPA) y Chartered Institute of Management Accountants (CIMA). Toronto, Nueva York y Londres.
- Epstein, M.J., Friedl, M. y Yuthas, K. (2009), “Managing Customer Value”, CMA Management, 28, 28:31.
- Ryals, L. (2004), “Making customers pay: Measuring and managing customer risk and returns”, Journal of Strategic Management,11:3, 165-175.