Lau, Henry; Nakandala, Dilupa; Samaranayake, Premaratne; … - In: Business Process Management Journal 22 (2016) 1, pp. 231-255
Purpose – As a response to increasing global market competition, companies in various industries tend to identify and manage customer relationship to increase profit performance. Companies commit more resources to identify their VIP customers and retain them by all means. The purpose of this...