How to assess organizational and strategic impacts of customer relationship management: A multi-perspective performance evaluation method.
Cristina LedroAnna NosellaAndrea VinelliPublished in: Expert Syst. Appl. (2022)
Keyphrases
- evaluation method
- multi perspective
- customer relationship management
- competitive advantage
- critical success factors
- customer retention
- knowledge management
- evaluation methods
- relationship management
- d scene
- evaluation model
- customer churn
- decision making
- data mining applications
- business activities
- case study
- data mining
- information systems
- data mining technology
- business processes
- information technology
- credit risk
- knowledge sharing
- fuzzy comprehensive evaluation method
- artificial intelligence
- high quality
- organizational learning
- service quality
- business intelligence