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The case examples encompass a spectrum of approaches that work well in terms of sustained customer orientation. The CRM factor evaluation matrix and the balanced scorecard are used to draw conclusions about the cases, displayed in the form of positioning maps. Whilst all the case organizations have strong profiles for different reasons, Boots the Chemists emerges as particularly well performing in terms of the sophistication of their approach to CRM, which inevitably has a consequent beneficial effect on the organization's TQM culture.<\/jats:p>","DOI":"10.1108\/09544780410551241","type":"journal-article","created":{"date-parts":[[2004,9,29]],"date-time":"2004-09-29T13:07:51Z","timestamp":1096463271000},"page":"314-324","source":"Crossref","is-referenced-by-count":29,"title":["Evaluating CRM to contribute to TQM improvement \u2013 a cross\u2010case comparison"],"prefix":"10.1108","volume":"16","author":[{"given":"Adrienne","family":"Curry","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Elena","family":"Kkolou","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","reference":[{"key":"key2022022019531051000_b1","doi-asserted-by":"crossref","unstructured":"Amaratunga, D. and Baldry, D. 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