Success and Failure: Two Longitudinal Case Studies on Media-Tablet Usage in CRM.
Thomas SammerSandro VögeliAndrea BackPublished in: ICMB (2013)
Keyphrases
- case study
- success or failure
- multimedia
- lessons learned
- open source
- customer relationship management
- success factors
- root cause
- development process
- data mining
- real world
- neural network
- learning algorithm
- data mining applications
- digital media
- customer retention
- return on investment
- usage data
- cross media
- cross sectional
- usage patterns
- multimedia content
- software development
- knowledge management
- control system