E-CRM: a new revolution for customer relations in the digital age - Case of Optimum Telecom Algeria "Djezzy" –
Abstract
This article aims to show the important role of digital technology including digital marketing in the optimization and development of customer relationships by being a means of multi-channel communication, either through the presentation of rich content on websites, or through the pages on social networking sites and even by offering additional services via mobile applications, these tools and others, which allow continuous interaction and communication with customers, have revolutionized customer relationship management by the emergence of new models such as E-CRM, social and mobile CRM.
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References
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