Evaluating CRM to contribute to TQM improvement – a cross-case comparison

The TQM Magazine

Volumn 16, Issue 5, 2004, Pages 314-324

  Curry, A ^a   Kkolou, E ^a  

^a UNIVERSITY OF STIRLING   (United Kingdom)

Author keywords

Balanced scorecard; Customers; Measurement; Strategic management

Indexed keywords

BENCHMARKING; COMPETITION; CUSTOMER SATISFACTION; DRUG PRODUCTS; INFORMATION TECHNOLOGY; LIFE CYCLE; PROBLEM SOLVING; PROJECT MANAGEMENT; REENGINEERING; SOCIAL ASPECTS; SOCIETIES AND INSTITUTIONS; STRATEGIC PLANNING; TOTAL QUALITY MANAGEMENT;

BALANCED SCORECARDS; CUSTOMER RELATIONSHIP MANAGEMENT (CRM); STANDARD LIFE ASSURANCE COMPANY (CO); STRATEGIC MANAGEMENT;

INDUSTRIAL RELATIONS;

EID: 9444294969     PISSN: 0954478X     EISSN: None     Source Type: Journal    
DOI: 10.1108/09544780410551241     Document Type: Article

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