Designing a Predictive Performance Measurement and Control System to Maximize Customer Relationship Management Success

2009 ◽  
Vol 16 (1) ◽  
pp. 1-41 ◽  
Author(s):  
María Rosa Llamas-Alonso ◽  
Ana Isabel Jiménez-Zarco ◽  
María Pilar Martínez-Ruiz ◽  
John Dawson
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