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Keywords: Multiple channels
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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
... category were mainly focused on the strategic alignment along with research on increasing customer loyalty and use of data mining in CRM. Under the multichannel CRM theme the articles were further classified under eight categories – CRM (articles focusing on overall CRM implementation on multiple channels...
