A measurement tool for customer relationship management processes


Öztayşi B. , Sezgin S., Ozok A. F.

INDUSTRIAL MANAGEMENT & DATA SYSTEMS, vol.111, pp.943-960, 2011 (Journal Indexed in SCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 111
  • Publication Date: 2011
  • Doi Number: 10.1108/02635571111144982
  • Title of Journal : INDUSTRIAL MANAGEMENT & DATA SYSTEMS
  • Page Numbers: pp.943-960

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.