Measurement: The missing ingredient in today's CRM strategies

Journal of Cost Management

Volumn 17, Issue 1, 2003, Pages 5-14

  Brewton, James ^b   Schiemann, William ^a  

^a Metrus Group   (United States)

^b NONE

Author keywords

[No Author keywords available]

Indexed keywords

BUDGET CONTROL; COMPETITION; COSTS; CUSTOMER SATISFACTION; DECISION MAKING; INVESTMENTS; PERFORMANCE; RISK ASSESSMENT; TECHNOLOGY TRANSFER;

CUSTOMER RELATIONSHIP MANAGEMENT (CRM);

STRATEGIC PLANNING;

EID: 0037266207     PISSN: 08995141     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (2)

1. John H. Lingle and William A. Schiemann, Bullseye! Hitting Your Strategic Targets Through High-Impact Measurement (New York: The Free Press, 1999), pp. 10-12.
2. Robert S. Kaplan and David P. Norton, "'The Balanced Scorecard-Measures That Drive Performance,"' Harvard Business Review, January-February 1992, pp. 71-79.