Social Customer Relationship Management as Predictor of Customer Relationship Performance: An Empirical Study of B2B and B2C Companies.
Ashish K. RathoreSakshi ShioramwarP. Vigneswara IlavarasanPublished in: I3E (2016)
Keyphrases
- customer relationship management
- relationship management
- competitive advantage
- marketing strategies
- electronic commerce
- customer data
- customer base
- service quality
- enterprise resource planning
- data mining applications
- data mining
- business activities
- data mining technology
- social media
- social networks
- customer churn
- customer satisfaction
- business decisions
- knowledge management
- call center
- social networking
- software engineering
- real world
- customer segmentation
- information systems
- case study
- credit card
- social influence
- data management
- business processes