Technology Use of Social Media within Customer Relationship Management: An Organizational Perspective.
Torben KüpperTobias LehmkuhlAlexander WienekeReinhard JungPublished in: PACIS (2015)
Keyphrases
- customer relationship management
- social media
- critical success factors
- data mining technology
- competitive advantage
- information systems
- data mining systems
- customer churn
- data mining
- customer base
- relationship management
- information technology
- marketing strategies
- business activities
- data mining applications
- case study
- customer retention
- organizational learning
- itemsets
- data mining techniques
- knowledge management
- knowledge discovery
- decision making
- social networks