| Title |
Research model for measuring the impact of customer relationship management (CRM) on performance indicators |
| ID_Doc |
70039 |
| Authors |
Guerola-Navarro, V; Oltra-Badenes, R; Gil-Gomez, H; Gil-Gomez, JA |
| Title |
Research model for measuring the impact of customer relationship management (CRM) on performance indicators |
| Year |
2021 |
| Published |
Economic Research-Ekonomska Istrazivanja, 34, 1 |
| DOI |
10.1080/1331677X.2020.1836992 |
| Abstract |
Customer Relationship Management (CRM) has established itself as one of the fastest growing business management technology solutions in recent years, which makes it a key tool for companies that seek sustainable commercial success over time. The three CRM modules (sales, marketing, and services) are a definitive tool to obtain better business results through the customer-centred approach of modern marketing theories. |
| Author Keywords |
Customer relationship management; CRM; CRM practices; customer knowledge management; innovation capability; firm performance |
| Index Keywords |
Index Keywords |
| Document Type |
Other |
| Open Access |
Open Access |
| Source |
Social Science Citation Index (SSCI) |
| EID |
WOS:000584851000001 |
| WoS Category |
Economics |
| Research Area |
Business & Economics |
| PDF |
https://www.tandfonline.com/doi/pdf/10.1080/1331677X.2020.1836992?needAccess=true
|