Please use this identifier to cite or link to this item: http://hdl.handle.net/10071/16485
Author(s): Fernandes, S. M.
Coutinho, C.
Date: 2017
Title: Key performance indicators for improving a CRM implementation
Pages: 1401-1406
ISBN: 978-1-5386-0774-9
DOI (Digital Object Identifier): 10.1109/ICE.2017.8280046
Keywords: CRM
Salesforce
KPIs improvement
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.
Peerreviewed: yes
Access type: Open Access
Appears in Collections:ISTAR-CRI - Comunicações a conferências internacionais

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