A measurement tool for customer relationship management processes


Öztayşi B. , Sezgin S., Ozok A. F.

INDUSTRIAL MANAGEMENT & DATA SYSTEMS, cilt.111, ss.943-960, 2011 (SCI İndekslerine Giren Dergi) identifier identifier

  • Cilt numarası: 111
  • Basım Tarihi: 2011
  • Doi Numarası: 10.1108/02635571111144982
  • Dergi Adı: INDUSTRIAL MANAGEMENT & DATA SYSTEMS
  • Sayfa Sayıları: ss.943-960

Özet

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.