A CRM Performance Measurement in Banking Using Integrated BSC and Customized ANP-BOCR Approach
The paper deals with the CRM performance measurement in the banking sectors of Serbia, Greece and India, using the integrated BSC and the customized ANP-BOCR approach. The BSC is used to develop and identify key financial and non-financial indicators attempting to holistically consider all related a...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
University of Belgrade, Faculty of Organisational Sciences
2017-05-01
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| Series: | Management |
| Online Access: | http://management.fon.bg.ac.rs/index.php/mng/article/view/20 |