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Keywords: eCRM
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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
... and classified based on the main channel of CRM implementation. The articles were further classified in sub‐categories under each main channel theme. Findings The selected articles were categorized under four main themes based on the channel – CRM, multichannel CRM, eCRM, mCRM. The articles in the CRM...
