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    • A measurement tool for customer relationship management processes 

      Öztayşi, Başar; Sezgin, Selime; Özok, Ahmet Fahri (Emerald Group Publishing Limited, Howard House, Wagon Lane, Bingley Bd16 1Wa, W Yorkshire, England, 2011)
      Purpose - Customer relationship management (CRM) projects have a low success rate, which can be solved by better measurement of CRM process. The purpose of this paper is to define the CRM processes within a company and ...