Capturing the real customer experience based on the parameters in the call detail records /
It is not a surprise that in recent fierce market of telecommunication, CEM (Customer Experience-Management) has emerged as key differentiator. A positive customer experience leads to increased loyalty, lower churn rate, more recommendations and optimistic word of mouth. Researchers have defined the...
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| Format: | Thesis |
| Language: | English |
| Published: |
Kuala Lumpur :
Kulliyyah of Information and Communication Technology, International Islamic University Malaysia,
2019
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| Subjects: | |
| Online Access: | http://studentrepo.iium.edu.my/handle/123456789/9701 |
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