@article{fdcd125a1d9146e78097691922e04cb3,
title = "A review of customer relationship management: successes, advances, pitfalls and futures",
keywords = "customer relationship management, trust, fairness, literature review",
author = "B. Nguyen and Mutum, {Dilip S.}",
note = "Please note Dr Mutum was working at Warwick University when this article was written.",
year = "2012",
doi = "10.1108/14637151211232614",
language = "English",
volume = "18",
pages = "400--419",
journal = "Business Process Management Journal",
publisher = "Emerald",
number = "3",
}