Methodical Aspects for Measuring Customers‘ Satisfaction of eServices in Automated CRM Systems

Roumiana Ilieva, Delyana Gashurova

Abstract


The main purpose of the paper is to identify a method for measuring customers’ satisfaction of eServices in CRM systems. The research is conducted through elaborate overview analysis of enterprises using ERP systems. On the bases of the analysis suggestions for companies relying on CRM systems, a conceptual agenda for agile BI monitoring of service quality and client’s perceptions is proposed.

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References


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