How Companies are Implementing Social Customer Relationship Management: Insights From Two Case Studies.
Olaf ReinholdRainer AltPublished in: Bled eConference (2013)
Keyphrases
- customer relationship management
- competitive advantage
- case study
- marketing strategies
- knowledge management
- customer base
- customer data
- data mining
- enterprise resource planning
- relationship management
- data mining systems
- customer churn
- business processes
- social interaction
- business activities
- social networks
- data mining technology
- social media
- real world
- service quality
- knowledge sharing
- market share
- data mining applications
- call center
- information technology
- social networking