عناصر مشابهة
Evaluating The Effectiveness Of Customer Relationship Management System Using Balance Scorecard Model For a Software House Oraganization
| المصدر: | مجلة التربية |
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| الناشر: |
جامعة الأزهر - كلية التربية
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| المؤلف الرئيسي: | |
| مؤلفين آخرين: | , |
| المجلد/العدد: | ع146, ج3 |
| محكمة: | نعم |
| الدولة: | مصر |
| التاريخ الميلادي: | 2011 |
| الصفحات: | 831 - 850 |
| ISSN: | 1110-323X |
| رقم MD: | 679275 |
| نوع المحتوى: | بحوث ومقالات |
| قواعد المعلومات: | EduSearch |
| مواضيع: | |
| رابط المحتوى: |
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| المستخلص: | Customer Relationship Management (CRM) systems should help organizations in achieving its goals and objectives such as; achieving a high customer satisfaction level, reducing costs and increasing revenues. The study examines how to evaluate the effectiveness of CRM using a BSC model by presenting the objectives and metrics of that model. It proposes a balance scorecard model that measures the effectiveness of CRM through the four perspectives of Kaplan/Norton balance scorecard model and focuses on customer perspective. BSC is presented as a possible management tool when measuring customer satisfaction level within the context of Customer Relationship Management. This paper proposes a customer-oriented evaluation model for evaluating the effectiveness of CRM and then illustrates the model through a case study |
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