A CRM performance measurement framework: Its development process and application

Industrial Marketing Management

Volumn 38, Issue 4, 2009, Pages 477-489

  Kim, Hyung Su ^a   Kim, Young Gul ^b  

^a Korea Advanced Institute of Science and Technology (KAIST)   (South Korea)

^b Korea Advanced Institute of Science and Technology   (South Korea)

Author keywords

Collaborative development process; CRM scorecard; Customer relationship management; Performance measurement

Indexed keywords

EID: 67349269931     PISSN: 00198501     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.indmarman.2008.04.008     Document Type: Article

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