{"id":"https://openalex.org/W2029125750","doi":"https://doi.org/10.1142/s0219649214500154","title":"Improving Customer Relationship Management Through Business Intelligence","display_name":"Improving Customer Relationship Management Through Business Intelligence","publication_year":2014,"publication_date":"2014-06-01","ids":{"openalex":"https://openalex.org/W2029125750","doi":"https://doi.org/10.1142/s0219649214500154","mag":"2029125750"},"language":"en","primary_location":{"id":"doi:10.1142/s0219649214500154","is_oa":false,"landing_page_url":"https://doi.org/10.1142/s0219649214500154","pdf_url":null,"source":{"id":"https://openalex.org/S30163770","display_name":"Journal of Information & Knowledge Management","issn_l":"0219-6492","issn":["0219-6492","1793-6926"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319815","host_organization_name":"World Scientific","host_organization_lineage":["https://openalex.org/P4310319815"],"host_organization_lineage_names":["World Scientific"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Information & Knowledge Management","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5015904882","display_name":"Meliha Hand\u017ei\u0107","orcid":null},"institutions":[{"id":"https://openalex.org/I4210160108","display_name":"S\u00fcleyman \u015eah University","ror":"https://ror.org/05hez5t42","country_code":"TR","type":"education","lineage":["https://openalex.org/I4210160108"]},{"id":"https://openalex.org/I51716468","display_name":"International Burch University","ror":"https://ror.org/040cm8d21","country_code":"BA","type":"education","lineage":["https://openalex.org/I51716468"]}],"countries":["BA","TR"],"is_corresponding":false,"raw_author_name":"Meliha Handzic","raw_affiliation_strings":["International Burch University, Sarajevo, Bosnia and Herzegovina","Suleyman Sah University, Istanbul, Turkey"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"International Burch University, Sarajevo, Bosnia and Herzegovina","institution_ids":["https://openalex.org/I51716468"]},{"raw_affiliation_string":"Suleyman Sah University, Istanbul, Turkey","institution_ids":["https://openalex.org/I4210160108"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5007151597","display_name":"Kursad Ozlen","orcid":"https://orcid.org/0000-0002-9620-7334"},"institutions":[{"id":"https://openalex.org/I908820301","display_name":"Tishk International University","ror":"https://ror.org/03pbhyy22","country_code":"IQ","type":"education","lineage":["https://openalex.org/I908820301"]}],"countries":["IQ"],"is_corresponding":false,"raw_author_name":"Kursad Ozlen","raw_affiliation_strings":["Ishik University, Erbil, Iraq","(Ishik University, Erbil, Iraq.)"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Ishik University, Erbil, Iraq","institution_ids":["https://openalex.org/I908820301"]},{"raw_affiliation_string":"(Ishik University, Erbil, Iraq.)","institution_ids":["https://openalex.org/I908820301"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5065329842","display_name":"Nermina Durmi\u0107","orcid":"https://orcid.org/0000-0002-3363-2667"},"institutions":[{"id":"https://openalex.org/I51716468","display_name":"International Burch University","ror":"https://ror.org/040cm8d21","country_code":"BA","type":"education","lineage":["https://openalex.org/I51716468"]}],"countries":["BA"],"is_corresponding":false,"raw_author_name":"Nermina Durmic","raw_affiliation_strings":["International Burch University, Sarajevo, Bosnia and Herzegovina"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"International Burch University, Sarajevo, Bosnia and Herzegovina","institution_ids":["https://openalex.org/I51716468"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.5972,"has_fulltext":false,"cited_by_count":10,"citation_normalized_percentile":{"value":0.78319412,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":97},"biblio":{"volume":"13","issue":"02","first_page":"1450015","last_page":"1450015"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9976999759674072,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9976999759674072,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9932000041007996,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11891","display_name":"Big Data and Business Intelligence","score":0.9908999800682068,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.584829568862915},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5832469463348389},{"id":"https://openalex.org/keywords/competition","display_name":"Competition (biology)","score":0.5461814999580383},{"id":"https://openalex.org/keywords/empirical-research","display_name":"Empirical research","score":0.5002357959747314},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4896829426288605},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.4269799590110779},{"id":"https://openalex.org/keywords/business-intelligence","display_name":"Business intelligence","score":0.41056448221206665},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.40988752245903015},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.3912801146507263},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.3521595895290375},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.24129346013069153},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.07497856020927429}],"concepts":[{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.584829568862915},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5832469463348389},{"id":"https://openalex.org/C91306197","wikidata":"https://www.wikidata.org/wiki/Q45767","display_name":"Competition (biology)","level":2,"score":0.5461814999580383},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.5002357959747314},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4896829426288605},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.4269799590110779},{"id":"https://openalex.org/C2767350","wikidata":"https://www.wikidata.org/wiki/Q6662173","display_name":"Business intelligence","level":2,"score":0.41056448221206665},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.40988752245903015},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.3912801146507263},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3521595895290375},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.24129346013069153},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.07497856020927429},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C18903297","wikidata":"https://www.wikidata.org/wiki/Q7150","display_name":"Ecology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1142/s0219649214500154","is_oa":false,"landing_page_url":"https://doi.org/10.1142/s0219649214500154","pdf_url":null,"source":{"id":"https://openalex.org/S30163770","display_name":"Journal of Information & Knowledge Management","issn_l":"0219-6492","issn":["0219-6492","1793-6926"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319815","host_organization_name":"World Scientific","host_organization_lineage":["https://openalex.org/P4310319815"],"host_organization_lineage_names":["World Scientific"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Information & Knowledge Management","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:wsi:jikmxx:v:13:y:2014:i:02:n:s0219649214500154","is_oa":false,"landing_page_url":"http://www.worldscientific.com/doi/abs/10.1142/S0219649214500154","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"},{"id":"pmh:oai:RePEc:wsi:jikmxx:v:13:y:2014:i:02:p:1450015-1-1450015-9","is_oa":false,"landing_page_url":"http://www.worldscinet.com/cgi-bin/details.cgi?type=html&id=pii:S0219649214500154","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.4099999964237213,"id":"https://metadata.un.org/sdg/17","display_name":"Partnerships for the goals"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":27,"referenced_works":["https://openalex.org/W56723094","https://openalex.org/W1512673006","https://openalex.org/W1518101824","https://openalex.org/W1542394108","https://openalex.org/W1560767483","https://openalex.org/W1561041379","https://openalex.org/W1586438432","https://openalex.org/W1608378861","https://openalex.org/W1665332082","https://openalex.org/W1963871207","https://openalex.org/W1965969209","https://openalex.org/W1975933406","https://openalex.org/W1993708925","https://openalex.org/W2002406790","https://openalex.org/W2012025072","https://openalex.org/W2029781519","https://openalex.org/W2074320593","https://openalex.org/W2104719746","https://openalex.org/W2110538486","https://openalex.org/W2114320353","https://openalex.org/W2114815779","https://openalex.org/W2135459615","https://openalex.org/W2191225400","https://openalex.org/W3213487939","https://openalex.org/W4210992763","https://openalex.org/W4297081765","https://openalex.org/W4300903186"],"related_works":["https://openalex.org/W632044111","https://openalex.org/W1973295013","https://openalex.org/W2385901836","https://openalex.org/W1970053881","https://openalex.org/W2184573879","https://openalex.org/W2124748206","https://openalex.org/W4244653254","https://openalex.org/W2552443160","https://openalex.org/W2096938671","https://openalex.org/W2368761584"],"abstract_inverted_index":{"This":[0],"paper":[1],"examines":[2],"empirically":[3,55],"the":[4,23,27,112,147],"role":[5,83],"of":[6,34,59,75,84,111],"business":[7,42,93],"intelligence":[8],"(BI)":[9],"in":[10,45,71,86,117],"customer":[11,49,95],"relationship":[12],"management":[13],"(CRM).":[14],"Drawing":[15],"on":[16,19,91],"relevant":[17],"literature":[18],"BI":[20,32,85,128],"and":[21,37,66,94,114,145],"CRM,":[22],"research":[24,140],"model":[25,52],"for":[26],"current":[28,148],"investigation":[29],"proposes":[30],"that":[31],"approaches":[33],"an":[35,108],"organisation":[36],"its":[38,48,89],"competition":[39],"influence":[40],"organisational":[41,92],"strategy":[43],"which":[44],"turn":[46],"impacts":[47],"strategy.":[50],"The":[51],"is":[53,141],"tested":[54],"using":[56],"survey":[57],"data":[58],"165":[60],"respondents":[61],"from":[62,120],"73":[63],"different":[64],"private":[65],"state":[67],"owned":[68],"businesses":[69],"operating":[70],"a":[72,81],"transitional":[73],"economy":[74],"East":[76],"Europe.":[77],"Empirical":[78],"evidence":[79],"confirms":[80],"key":[82],"CRM":[87],"through":[88,136],"impact":[90],"strategies":[96],"development.":[97],"Such":[98],"findings":[99],"make":[100],"two":[101],"important":[102],"contributions.":[103],"For":[104,122],"research,":[105],"they":[106,124],"provide":[107],"improved":[109],"understanding":[110],"factors":[113],"processes":[115],"involved":[116],"realising":[118],"benefits":[119],"BI.":[121],"practice,":[123],"show":[125],"managers":[126],"how":[127],"can":[129],"be":[130],"leveraged":[131],"to":[132,143],"achieve":[133],"performance":[134],"gains":[135],"competitive":[137],"actions.":[138],"Further":[139],"recommended":[142],"confirm":[144],"extend":[146],"investigation.":[149]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":3},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":2},{"year":2015,"cited_by_count":1}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}