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DM/U2 Topic 4 Customer Relationship Management in The Virtual World

Virtual worlds provide companies opportunities for valuable co-creation and co-production with their customers. In order to harness this potential, companies need to design effective entry strategies for virtual customer relationship management or virtual customer relationship management. Understanding how self-expression and collaboration work in virtual worlds can help design better customer-facing strategies. In this paper, we provide a roadmap for companies that want to leverage virtual worlds for virtual customer relationship management.

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