Applying fuzzy balanced scorecard for evaluating the CRM performance

Industrial Management and Data Systems

Volumn 111, Issue 7, 2011, Pages 1105-1135

  Shafia, Mohammad Ali ^a   Mazdeh, Mohammad Mahdavi ^a   Vahedi, Mahboobeh ^a   Pournader, Mehrdokht ^a  

^a IRAN UNIVERSITY OF SCIENCE AND TECHNOLOGY   (Iran)

Author keywords

Customer relationship management; Fuzzy balanced scorecard; Iran; Performance measurement

Indexed keywords

BALANCED SCORECARDS; BEVERAGE INDUSTRY; CRM SYSTEMS; CUSTOMER FEEDBACK; CUSTOMER RELATIONSHIP MANAGEMENT; EVALUATION PROCESS; FUZZY APPROACH; IDEAL SOLUTIONS; INDUSTRIAL ENVIRONMENTS; IRAN; MULTI CRITERIA DECISION MAKING; PERFORMANCE GAPS; PERFORMANCE MEASUREMENT; SAMPLING METHOD; SIMPLE ADDITIVE WEIGHTING; STRATEGIC SOLUTIONS;

BEVERAGES; CUSTOMER SATISFACTION; DECISION MAKING; PUBLIC RELATIONS; SURVEYS;

SALES;

EID: 80054928136     PISSN: 02635577     EISSN: None     Source Type: Journal    
DOI: 10.1108/02635571111170622     Document Type: Article

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