The effectiveness of online customer relations tools: Comparing the perspectives of organizations and customers.
Lior FinkAviv ZeeviDov Te'eniPublished in: Internet Res. (2008)
Keyphrases
- customer satisfaction
- customer service
- customer behavior
- information technology
- online retailers
- call center
- financial services
- marketing strategies
- customer relationship management
- online learning
- banking services
- online stores
- business opportunities
- potential customers
- online resources
- limited capacity
- customer data
- business partners
- customer requirements
- public and private sectors
- information systems
- customer demand
- direct marketing
- service times
- competitive environment
- customer segmentation
- arrival rate
- user satisfaction
- electronic commerce
- customer churn
- customer loyalty
- software engineering
- market segments
- retail banking
- end users
- decision making