Big Data-enabled Customer Relationship Management: A holistic approach
作者:
Highlights:
• Big Data-enabled CRM could require a holistic reshape of pertinent CSFs.
• Value extraction from Big Data initiatives need for a sound business direction.
• Big Data initiatives could strongly benefit from a business case and pilot tests.
• Big Data should be framed as an enabling factor of already well-known projects.
摘要
•Big Data-enabled CRM could require a holistic reshape of pertinent CSFs.•Value extraction from Big Data initiatives need for a sound business direction.•Big Data initiatives could strongly benefit from a business case and pilot tests.•Big Data should be framed as an enabling factor of already well-known projects.
论文关键词:Big Data,CRM,Literature review,Critical Success Factors (CSFs),Word tree
论文评审过程:Received 2 January 2017, Revised 8 October 2017, Accepted 11 October 2017, Available online 9 January 2018, Version of Record 15 June 2018.
论文官网地址:https://doi.org/10.1016/j.ipm.2017.10.005