Social CRM: A Review of the Literature and the Identification of New Research Directions.
Kritcha YawisedPeter MarshallPublished in: Int. J. Virtual Communities Soc. Netw. (2015)
Keyphrases
- literature review
- relevant literature
- social psychology
- social networks
- social media
- social interaction
- knowledge sharing
- information sharing
- real time
- genetic algorithm
- data sets
- social relations
- customer relationship management
- social relationships
- automatic identification
- databases
- social networking
- neural network
- database
- information technology
- web services
- information systems
- machine learning
- artificial intelligence