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