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The Impact of Customer Relationship Management Implementation on Cost and Profit Efficiencies: Evidence from the U.S. Commercial Banking Industry
cost efficiency customer relationship management profit efficiency stochastic frontier analysis
2011/11/1
The impact of customer relationship management (CRM) implementation on firm performance is an issue of considerable debate. This study examines the impact of CRM implementation on two metrics of firm ...
Simultaneous implementation of Six Sigma and knowledge management in hospitals
reduce variation organizational processes achieve clear financial results competitive advantage
2011/10/8
Six Sigma programmes aspire to reduce variation in organizational processes and achieve clear financial results. Six Sigma initiatives have proven to be an effective technique for improving quality in...