A review of customer relationship management: successes, advances, pitfalls and futures

B. Nguyen, Dilip S. Mutum

    Research output: Contribution to journalArticle

    120 Citations (Scopus)
    Original languageEnglish
    Pages (from-to)400-419
    JournalBusiness Process Management Journal
    Issue number3
    Publication statusPublished - 2012

    Bibliographical note

    Please note Dr Mutum was working at Warwick University when this article was written.


    • customer relationship management
    • trust
    • fairness
    • literature review

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