Awasthi, Preety; Sangle, Purnima S. - In: Business Process Management Journal 18 (2012) 3, pp. 445-471
Purpose – The purpose of this paper is to review state‐of‐art literature on adoption of CRM technology, including the CRM in multichannel environment and provide a comprehensive view of insights gained in this area of research through the bibliography. Design/methodology/approach – All...