Know-How Exchange : Student Questions

I’m an Intern working in a software firm which operates in B2B market. My main assignment is to develop a customer contact framework that will co-relate the touches made to a customer (mainly email, dmails and telecall) with customer satisfaction and the revenue generated. Finally I'll have to come up with a comprehensive contact strategy.
The problem - there are different kinds of audience like CXO, IT Professionals, IT develipers etc we are targeting. My framework shud say whom I shud touch how many times so that his/her satisfaction is maximum and the chances for generating business is maximum...
I'm looking for some frame work to help me build this Customer Contact Strategy. I have very little idea as to how to go about.
Is there anything existing related to the topic of Customer Contact Strategy? Any Case Study? Such as most efficient way to contact customers, when?, what to offer? How often?. I’m looking for some academical approach which will have some statistics incorporated in it. Pls Help.