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

Table 2

Overall performance rank.

Business performance (from 2015 to 2017 in the UK)
		Market share growth rate	Sales growth	Profitability (ROI) (aver.)	Customer satisfaction (UKSQ) (aver.)	Overall performance
Company	Waitrose	0%	6.22%	7.63%	84.37	1
	Aldi	25.00%	46.11%	3%	83.13	2
	Sainsbury’s	-3.07%	2.60%	3.91%	80.8	3
	Asda	-7.80%	-6.80%	4.24%	80.3	4
		-1.70%	0.50%	0.95%	78.6	5
	The Cooperative	-1.50%	2.40%	0.05%	77	6