A Quantitative Model for CRM Performance Evaluations

Authors

Sanjeev K. Bordoloi, University of St.Thomas
Prabhu Aggarwal, College of William and Mary
Tom Tobin, Primavera systems, Inc

Document Type

Article

Abstract

This paper identifies important performance measurements for the operation of CRM units in the call center industry, and then uses Data Envelopment Analysis (DEA) to compare the performances of a selected set of call centers. The results provide several managerial insights that will assist CRM managers in effective decision making, especially in the areas of increasing efficiencies and improving customer service. Overall, this paper contributes towards managing resources and processes that would aid in the acquisition and support of information technology within a firm.

Recommended Citation

Bordoloi, Sanjeev K.; Aggarwal, Prabhu; and Tobin, Tom (2008) "A Quantitative Model for CRM Performance Evaluations," Journal of International Technology and Information Management: Vol. 17: Iss. 2, Article 2.
DOI: https://doi.org/10.58729/1941-6679.1111
Available at: https://scholarworks.lib.csusb.edu/jitim/vol17/iss2/2