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Going on a journey: A review of the customer journey literature
Y Tueanrat, S Papagiannidis, E Alamanos - Journal of business research, 2021 - Elsevier
Customer journey has become an increasingly important concept to understand complex
customer behaviours and get insights into their experiences. While the term has been used …
customer behaviours and get insights into their experiences. While the term has been used …
[HTML][HTML] B2B digital platform adoption by SMEs and large firms: Pathways and pitfalls
G Marzi, A Marrucci, D Vianelli, C Ciappei - Industrial Marketing …, 2023 - Elsevier
The ongoing paradigm shift towards two-sided and multi-sided platforms is resha**
business transactions and collaborations worldwide. Such digital platforms have found …
business transactions and collaborations worldwide. Such digital platforms have found …
Knowledge management, customer relationship management and innovation capabilities
MM Migdadi - Journal of Business & Industrial Marketing, 2021 - emerald.com
Purpose The purpose of this study is to introduce a unified framework, which integrates
knowledge management (KM)(knowledge acquisition, diffusion and application, knowledge …
knowledge management (KM)(knowledge acquisition, diffusion and application, knowledge …
[کتاب][B] Customer relationship management: concepts and technologies
F Buttle, S Maklan - 2019 - taylorfrancis.com
Customer Relationship Management, Fourth Edition continues to be the go-to CRM guide
explaining with unrivalled clarity what CRM is, its uses, benefits and implementation. Buttle …
explaining with unrivalled clarity what CRM is, its uses, benefits and implementation. Buttle …
Impact of customer relationship management on customer satisfaction: The case of a budget hotel chain
ABSTRACT Customer Relationship Management (CRM) can bring many benefits to the
hotel business, though there are some associated challenges. Such challenges often bring …
hotel business, though there are some associated challenges. Such challenges often bring …
An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon
AR Zablah, DN Bellenger, WJ Johnston - Industrial marketing management, 2004 - Elsevier
Prompted, in part, by the highly publicized failure of customer relationship management
(CRM) initiatives, academic research on CRM has begun to flourish. While numerous …
(CRM) initiatives, academic research on CRM has begun to flourish. While numerous …
The effect of customer relationship management (CRM) dimensions on hotel customer's satisfaction in Kashmir
Purpose The study aims to investigate the effect of four customer relationship management
(CRM) dimensions, namely, customer orientation, customer relationship management …
(CRM) dimensions, namely, customer orientation, customer relationship management …
Customer relationship management: Finding value drivers
KA Richards, E Jones - Industrial marketing management, 2008 - Elsevier
Despite significant interest from both academicians and practitioners, customer relationship
management (CRM) remains a huge investment with little measured payback. Intuition …
management (CRM) remains a huge investment with little measured payback. Intuition …
[کتاب][B] Why database marketing?
A basic yet crucial question is: why should the firm engage in database marketing? We
discuss three fundamental motivations: enhancing marketing productivity, creating and …
discuss three fundamental motivations: enhancing marketing productivity, creating and …
Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors
A Garrido-Moreno, A Padilla-Meléndez - International Journal of Information …, 2011 - Elsevier
Customer relationship management (CRM) and knowledge management (KM) have
become key strategic tool for all companies, especially in the current competitive …
become key strategic tool for all companies, especially in the current competitive …