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Invited Article: The Future of CRM is UX


  • Crnkovic Jakov (Yasha)

    () (School of Business, State University of New York, New York, Albany, USA)


Background: This paper connects several sides of the web and mobile usages in business. The idea is to utilize Customer Relations Management (CRM) as the vehicle to establish connection from Web one and Web two into Web three. Objectives: This paper has the main purpose combine efforts in developing business strategies into general path of future Web development. Methods/Approach: Using the extensive literature, business cases and software trends in the area, the paper is focused on predicting the future in the area of the business trends in Information Technology (IT). Results: After discussion of the development using selected milestones: CRM is supported by the Social Networks (SN) and is enabled by Cloud Computing (CC), we were able to achieve the predictions. Conclusions: The final conclusion is in the convergence of the business efforts and SN methods on the new paradigm called the User eXperience (UX).

Suggested Citation

  • Crnkovic Jakov (Yasha), 2013. "Invited Article: The Future of CRM is UX," Business Systems Research, Sciendo, vol. 4(1), pages 4-13, March.
  • Handle: RePEc:bit:bsrysr:v:4:y:2013:i:1:p:4-13

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    References listed on IDEAS

    1. Fabac Robert & Schatten Markus & Đuričin Tomislav, 2011. "Social Network Mixing Patterns In Mergers & Acquisitions - A Simulation Experiment," Business Systems Research, Sciendo, vol. 2(1), pages 36-44, January.
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    Cited by:

    1. Strugar Ivan & Zoroja Jovana & Jaković Božidar, 2014. "Development Practices of Embedded Systems: SMEs in SEE countries," Business Systems Research, Sciendo, vol. 5(1), pages 57-67, March.


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