Customer relationship management mechanisms: A systematic review of the state of the art literature and recommendations for future research

作者：

Highlights：

• Providing a systematic overview of the existing techniques in the field of CRM.

• Highlighting the advantages and disadvantages of the existing techniques in the field of CRM.

• Exploring some of the main challenges in the field of CRM.

• Dividing the CRM techniques into five categories.

• Outlining the key areas where future research can improve the use of CRM.

摘要

•Providing a systematic overview of the existing techniques in the field of CRM.•Highlighting the advantages and disadvantages of the existing techniques in the field of CRM.•Exploring some of the main challenges in the field of CRM.•Dividing the CRM techniques into five categories.•Outlining the key areas where future research can improve the use of CRM.

论文关键词：Information systems,CRM,Electronic,Knowledge management,Data mining,Data quality

论文评审过程：Received 7 October 2015, Revised 27 February 2016, Accepted 1 March 2016, Available online 31 March 2016, Version of Record 31 March 2016.

论文官网地址：https://doi.org/10.1016/j.chb.2016.03.008