Digital Customer Experience and Customer Relationship Management
Chapter from the book:
Tuna,
M.
F.
(ed.)
2024.
Digital Marketing Management.
Synopsis
As customer wants and needs have changed in the digital age, practitioners and researchers have brought greater attention to the concept of customer experience. The role of digital technologies in providing positive customer experience and customer satisfaction is gradually increasing. Currently, digital technologies are used by many sectors and especially perform a supportive role in Customer Relationship Management (CRM). Based on the aforementioned information, this study will discuss the relationship between digital customer experience and Customer Relationship Management as well as how businesses incorporate these approaches into their processes.
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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
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Copyright (c) 2024 Murat Fatih Tuna; Ömür Özkuk, Derya Fatma Biçer, Beyza Etiz, Cihat Kartal, İbrahim Bozacı, Mualla Akçadağ, Çiğdem Aliçavuşoğlu, Zeynep Erdoğan, Mustafa Kazak, Emrah Sıtkı Yılmaz, Emine Şenbabaoğlu Danacı, Eda Dişli Bayraktar, İrem Zeynep Apaydın, Alperen Timuçin Sönmez, Mehmet Etlioğlu, Hilal Saadet Aktepe, Rahmi Köseoğlu, Oya Eru