Towards a process model of information systems implementation: the case of customer relationship management (CRM).
Hee-Woong KimShan Ling PanPublished in: Data Base (2006)
Keyphrases
- customer relationship management
- process model
- enterprise resource planning
- critical success factors
- information systems
- relationship management
- business processes
- process mining
- business process models
- business process
- competitive advantage
- data mining technology
- customer churn
- marketing strategies
- data mining applications
- data mining
- customer segmentation
- information technology
- information retrieval
- business process management
- event logs
- petri net
- call center
- information extraction
- natural language processing
- clustering method
- real world
- electronic commerce