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

Dados Bibliográficos

ID15068280
AutoresVicente Guerola-Navarro (0000-0002-0367-6319, Universitat Politècnica de València, autor correspondente), Raul Oltra-Badenes (0000-0002-1522-8230, Universitat Politècnica de València), Hermenegildo Gil-Gomez (0000-0002-7985-2454, Universitat Politècnica de València), Jose Antonio Gil-Gomez (0000-0001-9954-2480, Universitat Politècnica de València), José‐Antonio Gil‐Gómez (Universitat Politècnica de València)
Ano2021
Volume34
Fascículo1
Páginas2669-2691
Data de publicação2021-01-01
Peer ReviewedSim
Open AccessSim
TipoARTICLE
PeriódicoEconomic Research-Ekonomska Istraživanja (JOURNAL)
Identificadores do periódicoISSN: 1331-677X • E-ISSN: 1848-9664
EditoraInforma UK Limited (PUBLISHER • GB)
DOI10.1080/1331677x.2020.1836992
OpenAlexW3096080452
IdiomaEN
Citações recebidas2
Referências citadas52

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

Business · Customer advocacy · Customer Relationship Management · Enterprise relationship management · Knowledge management · Marketing management · Process management · Relationship marketing · Service quality · Computer Science · Customer Service Quality and Loyalty · Organizational Leadership and Management Strategies · Quality and Supply Management · Marketing