Document Information:

Title: Customer relationship leadership: a leadership and motivation model for the twenty-first
century business
Author(s): Jeremy Galbreath, (Jeremy Galbreath is a Senior Business Strategist and rinciple
!esearch "dvisor in #ucent $echnologies %etCare rofessional Services &rgani'ation(,
$om !ogers, ($om !ogers is a Senior Consultant at Johnston)ells ublic !elations -
*enver, Colorado+s largest ! firm(
Citation: Jeremy Galbreath, $om !ogers, (,---( .Customer relationship leadership: a leadership
and motivation model for the twenty-first century business., $he $/0 0aga'ine, 1ol2 ,,
3ss: 4, pp2,5, - ,6,
Keywords: Customer loyalty, Customer orientation, Customer satisfaction, #eadership, 0ass
customi'ation
Article type: !esearch paper
DOI:
,72,,7897-:;;68--,7<5<64; (ermanent =!#(
Publisher: 0CB = #td
Abstract: Customer relationship management, or C!0, is a new management concept - a new
approach - to managing customers2 C!0 is about the management of technology,
processes, information resources, and people needed to create an environment that
allows a business to ta>e a 457-degree view of its customers2 C!0 environments, by
nature, are comple? and re@uire organi'ational change and a new way of thin>ing
about customers - and about a business in general2 Creating such an environment
re@uires more than ade@uate management of the customer relationship or new
technologies, it re@uires new forms of leadership as well2 Customer relationship
leadership, or C!#, is a new model that leaders can embrace to recreate or readAust
their leadership styles in order to foster an atmosphere in their businesses to adopt and
practice the principles of C!02 )hile C!0 environments improve business
performance, initiatives underta>en in this new management field re@uire sound
leadership as well2 C!# is a recommended approach to bridge the gap between a C!0
vision and its reality2