Customer relationship management and big data enabled: Personalization & customization of services

The emergence of big data brings a new wave of Customer Relationship Management (CRM)’s strategies in supporting personalization and customization of sales, services and customer services. CRM needs big data for better customers experiences especially personalization and customization of services. B...

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Vydané v:Applied computing & informatics Ročník 15; číslo 2; s. 94 - 101
Hlavní autori: Anshari, Muhammad, Almunawar, Mohammad Nabil, Lim, Syamimi Ariff, Al-Mudimigh, Abdullah
Médium: Journal Article
Jazyk:English
Vydavateľské údaje: Elsevier B.V 01.07.2019
Emerald Publishing
Predmet:
Big data
CRM
Data analytics
Social networks
Web 2.0
Social networks
Big data
Data analytics
Web 2.0
CRM
ISSN:2210-8327
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Popis
Shrnutí:The emergence of big data brings a new wave of Customer Relationship Management (CRM)’s strategies in supporting personalization and customization of sales, services and customer services. CRM needs big data for better customers experiences especially personalization and customization of services. Big data is a popular term used to describe data that is volume, velocity, variety, veracity, and value of data both structured and unstructured. Big data requires new tools and techniques to capture, store and analyse it and is used to improve decision making for enhancing customer management. The aim of the research is to examine big data for CRM’s scenario. The method of collection of data for this study was literature review and thematic analysis from recent studies. The study reveals that CRM with big data has enabled business to become more aggressive in term of marketing strategy like push notification through smartphone to their potential target audiences.
ISSN:2210-8327
DOI:10.1016/j.aci.2018.05.004