An Exploratory Study of the Effects of CRM Practices on CRM Effectiveness and Business Performance.
Jashen ChenRussell K. H. ChingEldon Y. LiYiling LiaoPublished in: ICEB (2004)
Keyphrases
- customer relationship management
- relationship management
- competitive advantage
- data mining
- marketing strategies
- data mining applications
- customer retention
- electronic commerce
- information systems
- decision making
- call center
- enterprise resource planning
- strategic management
- real world
- case study
- end users
- website
- social networks
- current practices
- databases