Research model for measuring the impact of customer relationship management (CRM) on performance indicators

被引：39

作者：

Guerola-Navarro, Vicente ^{[1
]}

Oltra-Badenes, Raul ^{[1
]}

Gil-Gomez, Hermenegildo ^{[1
]}

Antonio Gil-Gomez, Jose ^{[2
]}

机构：

[1] Univ Politecn Valencia, Dept Business Org, Valencia, Spain

[2] Univ Politecn Valencia, Dept Comp Engn, Valencia, Spain

来源：

ECONOMIC RESEARCH-EKONOMSKA ISTRAZIVANJA | 2021年 / 34卷 / 01期

关键词：

Customer relationship management; CRM; CRM practices; customer knowledge management; innovation capability; firm performance; INNOVATION CAPABILITY; ORGANIZATIONAL INNOVATION; KNOWLEDGE MANAGEMENT; MARKET ORIENTATION; ADVANTAGE; SYSTEMS; SUCCESS; FIRMS;

D O I：

10.1080/1331677X.2020.1836992

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Customer Relationship Management (CRM) has established itself as one of the fastest growing business management technology solutions in recent years, which makes it a key tool for companies that seek sustainable commercial success over time. The three CRM modules (sales, marketing, and services) are a definitive tool to obtain better business results through the customer-centred approach of modern marketing theories.

引用

页码：2669 / 2691

页数：23

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