Understanding customer relationship management (CRM): People, process and technology.
Injazz J. ChenKaren PopovichPublished in: Bus. Process. Manag. J. (2003)
Keyphrases
- customer relationship management
- data mining technology
- relationship management
- marketing strategies
- customer base
- competitive advantage
- data mining systems
- data mining applications
- case study
- customer churn
- query processing
- data model
- customer retention
- data mining
- call center
- database systems
- e learning
- information systems
- machine learning