Kamboj, Shampy; Yadav, Mayank; Rahman, Zillur; Goyal, … - In: International Journal of Information Systems in the … 8 (2016) 4, pp. 1-16
The emergence of social media technologies have drastically changed the face of customer relationship management (CRM), hence firms are incorporating social media technologies in their existing CRM systems which has led to the evolution of social CRM. This article extends capability-based...
