Building Business Resilience with Social Media in B2B Environments: The Emergence of Responsive Customer Relationship Management Processes on Twitter.
Jyotirmoyee BhattacharjyaAdrian B. EllisonPublished in: PRO-VE (2015)
Keyphrases
- customer relationship management
- social media
- business activities
- competitive advantage
- relationship management
- data mining systems
- data mining
- customer churn
- social media data
- data mining applications
- social media platforms
- customer base
- social networks
- marketing strategies
- user generated content
- electronic commerce
- customer data
- data mining technology
- social networking
- real world
- public opinion
- enterprise resource planning
- customer retention
- online social networks
- social media sites
- social networking sites
- information retrieval
- customer segmentation
- business processes
- machine learning
- call center
- olap tools