Evaluating The Effectiveness Of Customer Relationship Management System Using Balance Scorecard Model For a Software House Oraganization
| المصدر: | مجلة التربية |
|---|---|
| الناشر: | جامعة الأزهر - كلية التربية |
| المؤلف الرئيسي: | Abd Alsamed, Amira Mahmoud Samy (Author) |
| مؤلفين آخرين: | Kadry, Mona , Al Naggar, Nehal (Co - Author) |
| المجلد/العدد: | ع146, ج3 |
| محكمة: | نعم |
| الدولة: |
مصر |
| التاريخ الميلادي: |
2011
|
| الشهر: | ديسمبر |
| الصفحات: | 831 - 850 |
| ISSN: |
1110-323X |
| رقم MD: | 679275 |
| نوع المحتوى: | بحوث ومقالات |
| قواعد المعلومات: | EduSearch |
| مواضيع: | |
| رابط المحتوى: |
عدد مرات التحميل
52
| LEADER | 01880nam a22002177a 4500 | ||
|---|---|---|---|
| 001 | 0077314 | ||
| 044 | |b مصر | ||
| 100 | |9 351651 |a Abd Alsamed, Amira Mahmoud Samy |e Author | ||
| 245 | |a Evaluating The Effectiveness Of Customer Relationship Management System Using Balance Scorecard Model For a Software House Oraganization | ||
| 260 | |b جامعة الأزهر - كلية التربية |c 2011 |g ديسمبر | ||
| 300 | |a 831 - 850 | ||
| 336 | |a بحوث ومقالات | ||
| 520 | |b Customer Relationship Management (CRM) systems should help organizations in achieving its goals and objectives such as; achieving a high customer satisfaction level, reducing costs and increasing revenues. The study examines how to evaluate the effectiveness of CRM using a BSC model by presenting the objectives and metrics of that model. It proposes a balance scorecard model that measures the effectiveness of CRM through the four perspectives of Kaplan/Norton balance scorecard model and focuses on customer perspective. BSC is presented as a possible management tool when measuring customer satisfaction level within the context of Customer Relationship Management. This paper proposes a customer-oriented evaluation model for evaluating the effectiveness of CRM and then illustrates the model through a case study | ||
| 653 | |a خدمة العملاء |a بطاقة الأداء المتوازن |a البرمجيات | ||
| 700 | |a Kadry, Mona |9 351652 | ||
| 700 | |9 351653 |a Al Naggar, Nehal |e Co - Author | ||
| 773 | |4 العلوم الاجتماعية ، متعددة التخصصات |4 التربية والتعليم |6 Social Sciences, Interdisciplinary |6 Education & Educational Research |c 017 |f (Al-)Tarbiyyaẗ |l 003 |m ع146, ج3 |o 0790 |s مجلة التربية |t Journal of Education |v 146 |x 1110-323X | ||
| 856 | |u 0790-146-003-017.pdf | ||
| 930 | |d y |p y |q y | ||
| 995 | |a EduSearch | ||
| 999 | |c 679275 |d 679275 | ||
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