{"title":"Key performance indicators for improving a CRM implementation","authors":"S. Fernandes, C. Coutinho","doi":"10.1109/ICE.2017.8280046","DOIUrl":null,"url":null,"abstract":"This document analyses the main pros and cons factors in the implementation and configuration of instances of a Customer Relationship Management tool (CRM) in a company, with the purpose of understanding if the establishment of key performance indicators (KPIs) could help achieving a higher success rate in its implantation on a new business.","PeriodicalId":421648,"journal":{"name":"2017 International Conference on Engineering, Technology and Innovation (ICE/ITMC)","volume":"6 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2017-06-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"3","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"2017 International Conference on Engineering, Technology and Innovation (ICE/ITMC)","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1109/ICE.2017.8280046","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 3
Abstract
This document analyses the main pros and cons factors in the implementation and configuration of instances of a Customer Relationship Management tool (CRM) in a company, with the purpose of understanding if the establishment of key performance indicators (KPIs) could help achieving a higher success rate in its implantation on a new business.
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