Research Article
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% |
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