engleski

The impact of ICT innovations on Customer Relationship Management

Customer relationship management (CRM)has become critical toolbar internet business since a combination of practices, strategies and technologies that company use to manage and analyze customer interacions and data troughout the customer lifecycle is necessary since consumer behavior in digitized societies is influenced by an increasing number of contingencies leading to emergent and unexpected behavior .

ICT, CRM, digitalisation, consumer, online shopping, consumer behavior

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