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Keywords: Customer retention
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Journal Articles
The value of telecom subscribers and customer relationship management
Available to Purchase
Journal:
Business Process Management Journal
Business Process Management Journal (2013) 19 (4): 737–748.
Published: 19 July 2013
... by focusing on customer retention and developing relationships. CRM has evolved from advances in information technology and organizational changes in customer‐centric processes (Chen and Popovich, 2003, p. 672). Couldwell (1998) depicts CRM as a combination of business process and technology that seeks...
