Towards a holistic perspective of customer relationship management (CRM) implementation: A case study of the Housing and Development Board, Singapore.
Thompson S. H. TeoPaul Raj DevadossShan Ling PanPublished in: Decis. Support Syst. (2006)
Keyphrases
- customer relationship management
- critical success factors
- relationship management
- enterprise resource planning
- data mining systems
- data mining applications
- data mining technology
- customer retention
- competitive advantage
- marketing strategies
- customer churn
- case study
- data mining
- decision support
- call center
- steady state
- software engineering
- e learning
- information systems
- customer segmentation
- information retrieval