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A CRM performance measurement framework: Its development process and application · Study

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ArticleA CRM performance measurement framework: Its development process and application

Hyung-Su Kim2008

Article2008

A CRM performance measurement framework: Its development process and application

Hyung-Su Kim · Young‐Gul Kim

209 citations·0/0 files stored·Industrial Marketing Management

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Customer Service Quality and Loyalty Customer churn and segmentation Corporate Governance and Management

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References

1984Case Study Research: Design and Methods 1991Firm Resources and Sustained Competitive Advantage 2004Firm resources and sustained competitive advantage 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1994A Dynamic Theory of Organizational Knowledge Creation 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1992The balanced scorecard : measures that drive performance 1991The Resource-Based Theory of Competitive Advantage: Implications for Strategy Formulation

Cited by

2014CRM to social CRM: the integration of new technologies into customer relationship management 2017Alliance capabilities: A systematic review and future research directions 2018The impact of the customer relationship management on the organization performance 2011Customer management and CRM: addressing the dark side 2012Organizational Learning and CRM Success: A Model for Linking Organizational Practices, Customer Data Quality, and Performance

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Year2008

Typearticle

Published2008-06-27

VenueIndustrial Marketing Management

ISSN-L0019-8501

Languageen

Citations209

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.indmarman.2008.04.008

openalex_workW2010123231

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2017

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