Extending customer relationship management: from empowering firms to empowering customers.
Hannu SaarijärviHeikki KarjaluotoHannu KuuselaPublished in: J. Syst. Inf. Technol. (2013)
Keyphrases
- customer relationship management
- competitive advantage
- relationship management
- marketing strategies
- data mining systems
- business activities
- data mining
- customer churn
- data mining technology
- data mining applications
- customer base
- information systems
- business processes
- customer data
- customer segmentation
- information technology
- electronic commerce
- enterprise resource planning
- data management
- knowledge management
- customer retention