Strategic Use of Analytical CRM in a Market with Network Effects and Switching Costs: Terminating Unprofitable Customer Relationships.
Eunjin KimByungtae LeePublished in: J. Organ. Comput. Electron. Commer. (2009)
Keyphrases
- switching costs
- network effects
- software vendors
- customer relationship management
- digital goods
- electronic markets
- market share
- prior studies
- electronic commerce
- competitive advantage
- social networks
- technology adoption
- individual level
- online services
- knowledge management
- case study
- key factors
- customer service
- pricing strategies
- agent based simulation
- decision making
- social networking
- customer satisfaction
- web services
- information systems