A measurement tool for customer relationship management processes

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Öztayşi B., Sezgin S., Ozok A. F.

INDUSTRIAL MANAGEMENT & DATA SYSTEMS, vol.111, pp.943-960, 2011 (SCI-Expanded)

• Publication Type: Article / Article
• Volume: 111
• Publication Date: 2011
• Doi Number: 10.1108/02635571111144982
• Journal Name: INDUSTRIAL MANAGEMENT & DATA SYSTEMS
• Journal Indexes: Science Citation Index Expanded (SCI-EXPANDED), Scopus
• Page Numbers: pp.943-960
• Istanbul Technical University Affiliated: Yes

Abstract

Purpose - Customer relationship management (CRM) projects have a low success rate, which can be solved by better measurement of CRM process. The purpose of this paper is to define the CRM processes within a company and propose a tool for CRM measurement.