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

By Muhammad Anshari, M. N. Almunawar, Syamimi Ariff Lim, Abdullah S. Al-Mudimigh. Applied Computing and Informatics, 2019

339 citations recorded by the source corpus.

Abstract 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.

Subfields: Information Systems and Management, Management Information Systems, Marketing

View Paper: https://www.semanticscholar.org/paper/26472315b06f5cc9b6a729dcc00054e4755b439d

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In Management Information Systems

  1. Marco Perona
  2. Andrea Bacchetti
  3. Ting Zheng
  4. Marco Ardolino

In Marketing

  1. Marco Perona
  2. Andrea Bacchetti
  3. Ting Zheng
  4. Marco Ardolino

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