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المؤلفSheshadri, Chatterjee
المؤلفRana, Nripendra P.
المؤلفTamilmani, Kuttimani
المؤلفSharma, Anuj
تاريخ الإتاحة2023-06-08T09:59:21Z
تاريخ النشر2021-08-02
اسم المنشورIndustrial Marketing Management
المعرّفhttp://dx.doi.org/10.1016/j.indmarman.2021.07.013
الاقتباسChatterjee, S., Rana, N. P., Tamilmani, K., & Sharma, A. (2021). The effect of AI-based CRM on organization performance and competitive advantage: An empirical analysis in the B2B context. Industrial Marketing Management, 97, 205-219.
الرقم المعياري الدولي للكتاب0019-8501
معرّف المصادر الموحدhttps://www.sciencedirect.com/science/article/pii/S0019850121001425
معرّف المصادر الموحدhttp://hdl.handle.net/10576/44201
الملخصOrganizations have cultural-cognitive and regulative as well as normative elements that impact their employees. Organizations, by definition, cannot achieve a pure, stable state and always go through various change processes, both incremental and radical changes. Moving from legacy business-to-business (B2B) relationship management to an artificial intelligence-based customer relationship management (AI-CRM) is a gradual but paradigm change. AI-CRM leverages intelligent systems to automate the B2B relationship activities where the decision can be taken automatically without any human intervention. Relationship management in the B2B segment is considered a strategic activity of an organization. Moving from legacy to AI-CRM to facilitate B2B relationship management activities is an important decision, and proper implementation of AI-CRM is a critical success parameter for an organization. This study combines institutional theory and the resource-based view (RBV) in B2B relationship management to understand how AI-CRM could impact the firm's performance with varied firm size, firm age, and industry type.
اللغةen
الناشرElsevier
الموضوعAI-CRM
B2B
RBV
Institutional theory
Organization performance
Competitive advantage
العنوانThe effect of AI-based CRM on organization performance and competitive advantage: An empirical analysis in the B2B context
النوعArticle
الصفحات205-219
رقم المجلد97
ESSN1873-2062


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