... of marketing budget mediate the relationship between measurement ability and performance. Design/methodology/approach Survey responses collected from 157 marketers were supplemented with firm performance data. Findings Results show that marketing performance measurement ability positively impacts firm...

..., and to pinpoint aspects of the firm's CRM that require work. Originality/value This is the first study to provide a comprehensive, psychometrically sound, and operationally valid measure of a firm's CRM. Customer relations Performance measures Hong Kong Knowledge management Case studies CRM...