Atıf İçin Kopyala
Öztayşi B., Sezgin S., Ozok A. F.
INDUSTRIAL MANAGEMENT & DATA SYSTEMS, cilt.111, ss.943-960, 2011 (SCI-Expanded)
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Yayın Türü:
Makale / Tam Makale
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Cilt numarası:
111
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Basım Tarihi:
2011
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Doi Numarası:
10.1108/02635571111144982
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Dergi Adı:
INDUSTRIAL MANAGEMENT & DATA SYSTEMS
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Derginin Tarandığı İndeksler:
Science Citation Index Expanded (SCI-EXPANDED), Scopus
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Sayfa Sayıları:
ss.943-960
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İstanbul Teknik Üniversitesi Adresli:
Evet
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.