In recent years, the concept of customer relationship management (CRM) has undergone a
major change from being a strategy that focused solely on establishing financial bonds with …

The growth of social media usage questions the old-style idea of customer relationship
management (CRM). Social CRM strategy is a novel version of CRM empowered by social …

Purpose–This paper aims to provide an introductory overview of internal business
intelligence (BI) and the role that technology plays in its management and exploitation. BI …

Purpose–The purpose of this study was to contribute to the current discussion on digitization
in companies' marketing from a customer relationship management (CRM) perspective by …

Purpose The purpose of this paper is to develop and validate a scale for measuring a
customer's perception of customer relationship management (CRM) initiatives of a bank …

Purpose–This paper aims to develop structural equation modelling of variables that affect
the banking performance effectiveness of Thai Commercial Bank branches in the financial …

This paper investigates value co-creation and the impact of GST on sustainable logistic
performance (SLP). Prior to data collection, metrics were verified utilizing pre-and pilot tests …

This study examines the impact of chatbot usability on customer satisfaction in Jordanian
commercial banks, focusing on the mediating role of customer empowerment. Using a …

Acknowledging that research on social customer relationship management (CRM) adoption
remains scant, grounded in the theoretical perspectives of dynamic capabilities and …

The purpose of this study is to test the influence of electronics customer relationship
management (e-CRM) and co-information sharing on product competitiveness and small …