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Keywords: CRM process
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Journal Articles
Journal:
Industrial Management & Data Systems
Industrial Management & Data Systems (2011) 111 (6): 943–960.
Published: 28 June 2011
...Başar Öztayşi; Selime Sezgin; Ahmet Fahri Özok 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...
