CRM 4.0: Rethinking customer relationship management
Küçük Resim Yok
Tarih
2019
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Peter Lang Publishing Group
Erişim Hakkı
info:eu-repo/semantics/closedAccess
Özet
The very rapid developments in information and communication technologies nowadays have an impact on customer relationships management (CRM) as in every field. In this context, in line with the development of the concept of Industry 4.0, the concept of CRM 4.0 is developing, because the developments in the context of Industry 4.0 have affected all marketing areas including customer relationships management. Within this scope, in this study, important CRM 4.0 components have been introduced and the frequency of publications published regarding the concept of CRM 4.0 has been examined. As a result of the study, it was determined that the Internet, data mining, cloud computing and Internet of Things (IoT) have been found as the most prominent components in the publications related to CRM 4.0. On the other hand, it has been determined that most of academic studies related to CRM 4.0 have been published in recent years. In addition, it has been identified that CRM 4.0 term was not used in such academic studies about CRM 4.0 related applications. It’s been considered that this study contributes to the recognition of the CRM 4.0 concept. © Peter Lang GmbH.
Açıklama
Anahtar Kelimeler
Crm 4.0; Customer Relationships Management; Industry 4.0; Internet Of Things (Iot)
Kaynak
Several Dimensions of Innovation, Technology and Industry 4.0
WoS Q Değeri
Scopus Q Değeri
N/A
