A Model Predicting CRM Resource Effect on Business Performance through CRM Capabilities

Table 1

Capability-business performance table.

Capabilities (%)/percentage of using technology in forming capabilities (%)		Capabilities
		Interactive capability	Upgrading capability	Win-back capability
Business performance	(1) Waitrose	64%/67%	29%/50%	7%/0%
	(2) Aldi	70%/29%	20%/50%	10%/0%
	(3) Sainsbury’s	86%/42%	7%/100%	7%/100%
	(4) Asda	54%/14%	31%/0%	15%/50%
	(5) Tesco	86%/42%	7%/0%	7%/100%
	(6) The Cooperative	86%/33%	7%/0%	7%/100%