Determining Optimal CRM Implementation Strategies
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DOI: 10.1287/isre.1100.0309
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- Verhoef, Peter C. & Lemon, Katherine N., 2013. "Successful customer value management: Key lessons and emerging trends," European Management Journal, Elsevier, vol. 31(1), pages 1-15.
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Keywords
customer relationship management; IT investments; CRM costs; consumer surplus; complementarity; substitutability; economics of IS;All these keywords.
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