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CRM 프로세스와 조직성과의 관계에 있어서 고객자산가치 요소의 매개역할에 관한 연구
The Effect of CRM Process on Organizational Performance : The Mediating Role of Customer Equity Driver 원문보기

한국경영과학회지 = Journal of the Korean Operations Research and Management Science Society, v.35 no.1, 2010년, pp.1 - 17  

김형수 (한성대학교 산업경영공학과) ,  이주민 (경희사이버대학교 e비즈니스학과)

Abstract ▼ AI-Helper 아이콘AI-Helper

This article addresses how an organization's customer relationship management (CRM) process affects customer equity drivers and, in turn, organizational performance. By raising a three-staged model including the CRM processes, customer equity drivers, and organizational performance, the authors asse...

주제어

#Customer Equity   #CRM Process   #Organizational Performance  

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