Tornjanski, V., Knežević, S., & Delibašić, B. (2017). A CRM Performance Measurement in Banking Using Integrated BSC and Customized ANP-BOCR Approach. Management:Journal of Sustainable Business and Management Solutions in Emerging Economies, 22(1), 71–85. https://doi.org/10.7595/management.fon.2017.0004