An Examination of the Effects of Information and Communication Technology on Customer Relationship Management and Customer Lock-In.
Jashen ChenRussell K. H. ChingPublished in: AMCIS (2004)
Keyphrases
- customer relationship management
- information and communication technologies
- customer churn
- relationship management
- developing countries
- south africa
- marketing strategies
- data mining applications
- data mining
- competitive advantage
- public sector
- customer base
- cost effective
- call center
- customer segmentation
- customer retention
- data mining technology
- economic development
- enterprise resource planning
- customer data
- information systems
- customer satisfaction
- service level
- data mining methods
- information extraction
- end users
- real time