... and updating performance measurement systems’’, International Journal of Operations & Production Management, 20 (7), 754-71.10HOW TO MEASURE THE IMPACT OF A CRM STRATEGY ON THE FIRM PERFORMANCE ABSTRACTCRM ... h-relationships.Much has been written about the importance of customer satisfaction, customer retention and other parameters related to the customer, whereas the role of the employees, their satisfaction, ... mirrors the myriads of interactions taking place in a company and the value created in each of them. The problem is not the amount of relationships since firms have the help of sophisticated information...