Social media’s impact on market segmentation and CRM
–Lyndon Simkin & Sally Dibb [Publisher] [Google Scholar]

Social intelligence in customer engagement
–Merlin Stone & Neil Woodcock [Publisher] [Google Scholar]

The digital era requires new knowledge to develop relevant CRM strategy: a cry for adopting social media research methods to elicit this new knowledge
–Sarah Quinton [Publisher] [Google Scholar]

Emerging segmentation practices in the age of the social customer
–Ana Isabel Canhoto, Moira Clark & Paul Fennemore [Publisher] [Google Scholar]

Exploring the role of the online customer experience in firms’ multi-channel strategy: an empirical analysis of the retail banking services sector
–Phil Klaus & Bang Nguyen [Publisher] [Google Scholar]

Does relationship quality matter in service relationships?
–Sanjit Kumar Roy & Abdolreza Eshghi [Publisher] [Google Scholar]

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