CRM campaigns with choice for enhanced business process performance: The collectivist customers' collaborative role for positive word-of-mouth.
Michael ChristofiAlkis ThrassouHela ChebbiZafar U. AhmedBalakrishna GrandhiLea IaiaPublished in: Bus. Process. Manag. J. (2020)
Keyphrases
- business process
- business processes
- customer relationship management
- marketing strategies
- process model
- business goals
- competitive advantage
- process mining
- business process modeling
- web services
- customer base
- business rules
- case study
- business process models
- ws bpel
- customer segmentation
- data mining
- customer satisfaction
- service providers
- business process management
- event logs
- marketing campaigns
- workflow model
- workflow technology
- customer service
- service oriented architecture
- customer behavior
- workflow management
- inter organizational