With advanced digitalisation, we can observe a massive increase of user-generated content
on the web that provides opinions of people on different subjects. Sentiment analysis is the …

When supply chain management (SCM) intersects with Big Data Analytics (BDA),
uncountable opportunities for research emerge. Unfortunately, how analytics can be applied …

The point of departure for this study is the understanding of customer relationship
management (CRM) as a set of technological solutions key for efficient business …

Purpose The purpose of this study is to introduce a unified framework, which integrates
knowledge management (KM)(knowledge acquisition, diffusion and application, knowledge …

Although numerous studies have discussed the importance of the relationship between
knowledge management and software process improvement (SPI), a research gap still …

This study examines how social media technology usage and customer-centric
management systems contribute to a firm-level capability of social customer relationship …

Las empresas actuales buscan relacionarse con sus clientes para elevar la satisfacción, la
confianza y la lealtad, así el valor del cliente alcanza una dimensión real y contribuye de …

The growth of social media usage questions the old-style idea of customer relationship
management (CRM). Social CRM strategy is a novel version of CRM empowered by social …

Robotic process automation (RPA) is a software robot technology designed to execute rules-
based business processes by mimicking human interactions across multiple applications. As …

ABSTRACT Customer Relationship Management (CRM) has established itself as one of the
fastest growing business management technology solutions in recent years, which makes it …