Determinant elements of customer relationship management in e-business.
D. HornRichard FeinbergGavriel SalvendyPublished in: Behav. Inf. Technol. (2005)
Keyphrases
- customer relationship management
- service quality
- competitive advantage
- call center
- relationship management
- data mining systems
- customer churn
- data mining technology
- marketing strategies
- data mining
- data mining applications
- real time
- real world
- business models
- electronic commerce
- object oriented
- steady state
- customer satisfaction
- quality of service
- service providers
- customer service
- knowledge discovery
- multi agent systems
- customer base
- decision trees
- customer retention