Small- and medium-sized enterprises (SMEs) often do not have slack resources with which to develop internally a broad spectrum of capabilities and to observe in depth the firm's environment. Therefore, they need to carefully develop abilities to absorb knowledge from outside the firm's...

The integration of artificial intelligence (AI) in customer relationship management (CRM) holds great potential for enhancing organizational effectiveness. To achieve successful AI-CRM integration, companies must navigate a landscape filled with challenges and complexities marked by the...