The impact of customer relationship management on business performance. Chapter 9

• Main Authors: Siti Hajar , Mohamad, Norfaridatul Akmaliah, Othman, Juhaini, Jabar
• Other Authors: Siti Hajar, Mohamad
• Format: Book Section
• Language: English; English
• Published: McGraw-Hill 2014
• Subjects: HD28 Management. Industrial Management
• Online Access: http://eprints.utem.edu.my/id/eprint/12982/1/B1.pdf; http://eprints.utem.edu.my/id/eprint/12982/2/scan0004.jpg; http://eprints.utem.edu.my/id/eprint/12982/
• Institution: Universiti Teknikal Malaysia Melaka

This study attempts to determine the most significant factors of contributing CRM process to improve a business performance in Small Medium Enterprises (SME’s) firm. The factors utilized based on Customer Relationship Management (CRM) process as sales, marketing and services. The data collections fr...