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Keywords: Multichannel
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Journal Articles
Adoption of CRM technology in multichannel environment: a review (2006‐2010)
Available to Purchase
Journal:
Business Process Management Journal
Business Process Management Journal (2012) 18 (3): 445–471.
Published: 01 June 2012
...Preety Awasthi; Purnima S. Sangle Purpose The purpose of this paper is to review state‐of‐art literature on adoption of CRM technology, including the CRM in multichannel environment and provide a comprehensive view of insights gained in this area of research through the bibliography. Design...
