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Exploratory study of Social CRM use in SMEs
2018
Engineering Economics
Social customer relationship management (social CRM) can enhance the performance of the enterprise through effective communication with customers and management of customer information. Whilst several studies have examined social CRM use from the perspective of large enterprises, relatively few have examined its use by micro, small and medium-sized enterprises (SMEs) which due to unique characteristics differ from large enterprises. The main objective of this paper is to provide a practical
doi:10.5755/j01.ee.29.4.20246
fatcat:z2b3qufszfct7crsaxwxctii7q