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Invited Commentary—Technology Innovation and Implications for Customer Relationship Management

Tepper School of Business, Carnegie Mellon University, 5000 Forbes Avenue, Pittsburgh, Pennsylvania 15213
bsun{at}andrew.cmu.edu

No abstract available.

Key Words: customer relationship management; service channel; CRM programs; pricing of services; development of customer demand; cross-selling; communication campaign; adaptive learning; dynamic marketing interventions

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