Key performance indicators for improving a CRM implementation

dc.contributor.author	Fernandes, S. M.
dc.contributor.author	Coutinho, C.
dc.date.accessioned	2018-07-20T15:13:45Z
dc.date.available	2018-07-20T15:13:45Z
dc.date.issued	2017
dc.date.updated	2018-07-20T15:12:51Z
dc.description.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.	por
dc.description.version	info:eu-repo/semantics/acceptedVersion
dc.identifier.doi	10.1109/ICE.2017.8280046
dc.identifier.isbn	978-1-5386-0774-9
dc.identifier.uri	https://ciencia.iscte-iul.pt/id/ci-pub-45402
dc.identifier.uri	http://hdl.handle.net/10071/16485
dc.journal	23rd International Conference on Engineering, Technology and Innovation, ICE/ITMC 2017	en_US
dc.language.iso	eng	por
dc.pagination	1401-1406	en_US
dc.peerreviewed	yes	por
dc.publisher	IEEE	por
dc.relation	UID/MULTI/0446/2013	por
dc.rights	open access	por
dc.subject	CRM	por
dc.subject	Salesforce	por
dc.subject	KPIs improvement	por
dc.title	Key performance indicators for improving a CRM implementation	por
dc.type	conferenceObject	por
degois.publication.firstPage	1401	por
degois.publication.lastPage	1406	por
degois.publication.location	Funchal	por
degois.publication.title	23rd International Conference on Engineering, Technology and Innovation, ICE/ITMC 2017	por
dspace.entity.type	Publication	en

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