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Implementing performance indicators in the CRM projects of a CRM software company : How to measure the added value of introducing CRM to your company?

Colijn, J.G. (2017) Implementing performance indicators in the CRM projects of a CRM software company : How to measure the added value of introducing CRM to your company?

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Abstract:The CRM company helps organisations build long lasting client relationships with the support of SugarCRM software (‘Sugar’) in the clients’ organisations. In the past years, the CRM company has grown rapidly in terms of organisational size, projects, and processes. To continue to deliver the highest service as possible, the CRM company is evaluating their implementation process and wonders whether it needs adjustments. At present, the added value of implementing Sugar is known, but this is not explicitly measured. To research what the explicit added value of implementing Sugar is, a graduate student has been hired.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Administration MSc (60644)
Link to this item:http://purl.utwente.nl/essays/71820
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