Business-IT Alignment in PSS Value Networks - Linking Customer Knowledge Management to Social Customer Relationship Management.
Samaneh BagheriRob J. KustersJos J. M. TrienekensPublished in: ICEIS (3) (2015)
Keyphrases
- customer relationship management
- knowledge management
- competitive advantage
- social networks
- knowledge sharing
- relationship management
- marketing strategies
- customer data
- case study
- customer base
- data mining applications
- customer churn
- information systems
- data mining systems
- data mining technology
- customer segmentation
- social media
- decision making
- network structure
- call center
- business activities
- customer retention
- enterprise resource planning
- business intelligence
- organizational learning
- business decisions
- information technology
- data mining
- information retrieval
- social relationships
- social influence
- decision support
- software engineering
- knowledge discovery
- machine learning
- real world