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Literature review
#1 Customer Relationship Management: quantitative and qualitative analysis tool
This first part addresses the relevance of starting from prospective dashboards, in order to develop a Customer Relationship Management. Indeed, its implementation is a real challenge for organizations and can be a real strategic lever for them, both in terms of centralizing information and in terms of synergy between the various stakeholders.
#2 The choice to adapt the “balanced scorecard” to small businesses
This second part addresses the cultural dimension of the company, as well as its role in the successful adoption of balanced scorecared rather than classic dashboards. It also studies the different challenges for an organization and the importance of adapting the tool to it.
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