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 (SCI-Expanded) identifier identifier


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.