Customer Relationship Management (CRM) in a call centre : a case study
Alvin Suryadi Husin
Date of Issue2004
Wee Kim Wee School of Communication and Information
A case study of CRM implementation in a telemarketing call centre based in Singapore to measure employee satisfaction on the CRM system and associated marketing information needs. The findings are to be utilised by the stakeholders to improve their CRM strategy in the company.
Nanyang Technological University