TOC: J Strat Mar
Introduction
Journal of Strategic Marketing, 21(5)
Social media’s impact on market segmentation and CRM
–Lyndon Simkin & Sally Dibb [] [Google Scholar]
Social intelligence in customer engagement
–Merlin Stone & Neil Woodcock [] []
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 [] []
Emerging segmentation practices in the age of the social customer
–Ana Isabel Canhoto, Moira Clark & Paul Fennemore [] []
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 [] [Google Scholar]
Does relationship quality matter in service relationships?
–Sanjit Kumar Roy & Abdolreza Eshghi [] []
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