Customer relationship management (CRM) evaluation: diffusing crm benefits into business processes.
Marianna SigalaPublished in: ECIS (2004)
Keyphrases
- customer relationship management
- business processes
- competitive advantage
- business process
- business activities
- olap tools
- business decisions
- relationship management
- marketing strategies
- enterprise resource planning
- data mining systems
- web services
- customer churn
- process model
- workflow management systems
- business process management
- data mining
- data mining applications
- business process models
- data mining technology
- electronic commerce
- business process modeling
- call center
- business objectives