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Several Dimensions of Innovation, Technology and Industry 4.0

Edited By Fatih Ayhan

With the development of the industry, both social lives and economies have been significantly affected. Together with the Industry 4.0 revolution, significant changes have occurred in both the social life and the production process. As a result, different sectors are affected by this change. With this book, successful researches have been carried out by expert academics in a wide range of fields from finance to marketing and tourism to foreign trade, etc.

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2.3 CRM 4.0: Rethinking Customer Relationship Management

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İsmail İyigün

2.3   CRM 4.0: Rethinking Customer Relationship Management

Abstract The very rapid developments in information and communication technologies nowadays have an impact on customer relationships management (CRM) as in every field. In this context, in line with the development of the concept of Industry 4.0, the concept of CRM 4.0 is developing, because the developments in the context of Industry 4.0 have affected all marketing areas including customer relationships management. Within this scope, in this study, important CRM 4.0 components have been introduced and the frequency of publications published regarding the concept of CRM 4.0 has been examined. As a result of the study, it was determined that the Internet, data mining, cloud computing and Internet of Things (IoT) have been found as the most prominent components in the publications related to CRM 4.0. On the other hand, it has been determined that most of academic studies related to CRM 4.0 have been published in recent years. In addition, it has been identified that CRM 4.0 term was not used in such academic studies about CRM 4.0 related applications. It’s been considered that this study contributes to the recognition of the CRM 4.0 concept.

Keywords: Customer Relationships Management, CRM 4.0, Industry 4.0, Internet of Things (IoT)

JEL Codes: M31, M15, L86

1 Introduction

Three industrial revolutions took place until the current age that we live in. The common goal of the three industrial revolutions is to...

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