Journal of Renewable Natural Resources Bhutan ISSN:

Size: px
Start display at page:

Download "Journal of Renewable Natural Resources Bhutan ISSN: 1608-4330"

Transcription

1 Journal of Renewable Natural Resources Bhutan ISSN: Evaluation of Association between Customer Relationship Management and Efficient Relationship Marketing using the Balanced Scorecard (Case Study: Insurance Agencies, Kohgiluyeh and Boyerahmad) Khosro Panahi 1 and *Jahanbakhsh Rahimi Baghmalek 2 1 Department of Management, Yasouj Branch, Islamic Azad University, Yasouj, Iran Department of Management, Yasouj Science and Research Branch, Islamic Azad University, Yasouj, Iran 2 Department of Management, Yasouj Branch, Islamic Azad University, Yasouj, Iran *Corresponding author: ABSTRACT As in other companies, insurance companies must operate strongly and efficiently towards their projected mission, goals and strategies and to satisfy this end, having a model to assess the performance and awareness on to what extent to which organization has met its objectives and where is organizations place in today's complex and dynamic environment, is essential. The nature of the insurance company requires them act in customeroriented manner since survival of the company depends on their customers. In this regard, some companies have adopted relationship marketing and customer relationship management strategy. This is a descriptive study conducted in field manner. The study samples consisted of all insurance agencies of Kohgiloyeh Boyerahmad province which estimated 190 ones. Data on questionnaires were analyzed using SPSS and Smart PLS software applying statistical tests in consistent with hypotheses. According to the results, there is a significant and positive correlation between customer support and marketing support customer to relationship management system and relationship marketing, but implementation of internet services in customer relationship management system does not have significant positive impact on relationship marketing. At the same time results showed that relationship marketing and business performance in terms of financial, customer, internal process and learning growth are positively related. Keywords: customer relationship management, relationship marketing, efficiency INTRODUCTION Service organizations, for their survival rely on customer satisfaction so that they should create a standard for satisfying performance to which opinions of customers can be compared toward improve them frequently (Park et al 2008). Customer satisfaction is to meet customer expectations and according to enormous researches, service quality and customer satisfaction are strongly tied together (Jamal, 2009). Satisfaction is found to be most important principles for successful longterm business relation with customers (Kim et al, 2010). But only those products or a service to leads to satisfaction whose benefits are beyond customers' expectations (Fuller and Matzler, 2008). That is why organizations also tend to know how satisfied their customers in order to make a pillar for marketing strategy and organizational development

2 Bhu.J.RNR. Vol 3; 6, : 2015 (Fonseca, 2009). Insurance companies should pay attention to the modern concept of marketing and demand management, namely, to prioritize meeting needs of its underwriters. Looking at the performance of insurance companies and how they deal with customers are main criteria to predict their future. Taking underwriters needs and their expectations of insurance policies into account is of great importance. Policyholders to cover their risks have some demands to which insurance companies should pay attention. Today, policyholders and customers when buying insurance policies prioritize convenience and speed. Those who want expert tips and advice, expect to deal with in close intimacy and patiently that they feel the service providers themselves have been considered as the insurer and the client company (Amiri, 2004). The nature of the insurance company requires that retain their customers as their durability and the survival depends on their customers and to the extent that they can maintain their current customers to be more successful and innovation strategies and strategies for attracting and retaining customers in insurance companies, can ensure longterm profitability and their survival (Amirshahi and Soffianian 2007). in this regard, some companies have adopted, relationship marketing and customer relationship management strategy. The present research aims to evaluate association between customer relationship management and efficient relationship marketing using the balanced scorecard (Insurance agencies, Kohgiluyeh and Boyerahmad). this study seeks to answer following research question. Is there an association between customer relationship management and efficient relationship marketing? Literature review Customer relationship Kane Kidd in 2003 defined customer relationship management as a strategic use of information, processes, technology to manage the customer relationship with the organization. He describes customer relationship management as a business philosophy with existing and potential customer interest. Customer relationship management process is improved information technology to identify different customer qualification and development and integration, and emphasized that it intended to offer superior value for customers (Shahraki et al., 2010) customers management goal is to gain a competitive advantage in customer management and ultimately increased profitability level (Moghaddam et al., 2010). Customer relationship benefits The benefits of an effective customer relationship management include improved customer satisfaction, increase revenue and gain a competitive advantage as a result of longterm customer retention. Customer relationship management is often a company's investment focus heavily on new customers to retain existing customers of the change. So much for financial reasons as a result of research is showing that enhances customer loyalty and customer retention, resulting in more cash flow, increase profitability and reduce operational costs will be. CRM also helps the customer to be seen as an asset. Customer Relationship Management allows customers to relations with suppliers, more than any other method, management, although this method may make it harder to retain customers. Chen and Chen (1) described tangible and intangible benefits of customer relationship management as follows (Hadizadeh. Moghaddam et al., 2010): 248

3 Bhu.J.RNR. Vol 3; 6, : 2015 Table1: benefits of customer relationship management Tangible benefits Intangible benefits Increased customer satisfaction Increased revenue and profitability Improved Customer Service quick return period Management in intimate manner low internal costs positive information obtained from others higher productivity of employees Simple and effective business processes higher rate of customer retention effectiveness of customer segmentation provide funding for marketing and with the Understanding customers' needs and highest rate of return demands in better manner The American Marketing Association s definition of marketing indicates that marketing is an organizational function and a set of processes for creating, communicating, and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders (emphasis added). keywords Attract, retain and enhance customer relationships Create, maintain and enhance relationships with customers and partners acquire and retain customers Attracting and developing and maintaining relationships with customers to identify, preserve and build lasting beneficial relationships with individual customers relationships with clients based on cooperation commitment Table 2: relationship marketing definition Defined it as attract, retain and enhance customer relationships. To create, maintain and enhance relationships with customers and other partners to benefit, until the goals are met, the parties to fulfill that promise with a twoway exchange can be achieved. focuses on two goals of acquire and retain customers As attracting and developing and maintaining relationships with customers. Integrated effort to identify, preserve and build lasting beneficial relationships with individual customers to continuously strengthen this relationship by creating added value Making relationships with clients based on cooperation commitment authors Leonardoberi, 1983 Gronerous, 1990 Kristopher, 1991 Parasorman, 1991 Shani sojana, 1992 Bent,

4 Bhu.J.RNR. Vol 3; 6, : 2015 to create, develop and maintain valuable relationships maintain strong relationships with customers and other interest groups Activities collaborative programs with, intermediaries and final customers to attract customers and increase communication for bilateral relations develop relationships customers beneficial with To retain and development of relations and engaging customers relationship management with customers and suppliers to create longterm and profitable relationships between organizations and customers to develop and operate longterm relationships and trusted by customers, suppliers, distributors A systematic framework to create, develop and maintain valuable relationships between stakeholders is that the formation of stable relations in the value chain is sequential Create and maintain strong relationships with customers and other interest groups collective continuous process interesting activities and programs by the final customer to create or enhance bilateral economic value with reduced cost A series of marketing activities to attract customers and increase communication for bilateral relations, with emphasis on retaining existing customers some methods adopted by the company to maintain and develop beneficial relationships with customers and competitive for the benefit of both sides Defined as maintain customers and develop more relationships and more attractive customer relationship Is defined as relationship management with customers and suppliers A series of activities that aim to create longterm and profitable relationships between organizations and customers to ensure mutual benefit for the parties Marketing with the conscious aim to develop and operate longterm relationships and trusted by customers, suppliers, distributors and other marketing agents in the environment. Balantin, 1997 Katler, 1999 Partiar and shet, 2000 Kimucha, 2002 Hugardviger, 2003 Fontent and Himon, 2004 Shilbai et al, 2006 Lavlak and riteniz, 2006 American marketing, society Principles and objectives of relationship marketing The main purpose for relationship marketing is to meet customer needs and improve efficiency and effectiveness using elements of the marketing mix and renew relationships with customers who are loyal to the company. The efficiency and effectiveness of the product, price, place, promotion (marketing mix) is now close to its objectives and closer relationship marketing (Salarzadeh Borzooei, 2012). Another goal of relationship marketing is to improve the profitability of the company through a paradigm shift from transactional marketing and 250

5 Bhu.J.RNR. Vol 3; 6, : 2015 emphasis on new customer acquisition to customer retention through the use of customer relationship management (Bianiberkadhi, 2009). Business performance Balanced performance models (The Balanced Score Card: BSC) were developed in 1992 by Robert Kaplan and David Norton in the Harvard Business Review magazine. The models components included financial, internal process, customer, and learning and growth, seeking to control shortterm operations of its longterm vision and strategies. The organization focuses on key performance ratios in the range of targets the focus. The main components are: Customer The internal processes Customer learning growth BSC focuses on three dimensions of past, present and future in evaluations so that past performance may lead to a outcome at today or tomorrow or present performance may leads to an outcome at today or tomorrow. In this model, the parameters are divided into 2 cases: Performance Drivers Outcomes Measures Outcome Indicators (Outcomes Measures) This model seeks to identify the critical success factors and strategies of organizations through strategic measures associated with organizational operations and the bond between them. Aspects of business performance Assessment of business performance using the Balanced Scorecard has 4 financial perspectives, the customer, the internal process of growth and learning is then carried out: 1 Financial component Balanced scorecard assessment takes funds and profit maximization as the ultimate goal of an enterprise into account. Financial criteria and standards for those that are in the eyes of shareholders and stakeholders in general as organizations put performance are considered. After spending money in ways the organization whose funding through the measure profitability, cash flow, return on capital invested, EVA, return on total assets and the financial ratios achieved (Miliosmerkan, 2004). This group included unprecedented proportions assessing ability and financial strength of the company (Avid, 2010). 251

6 Bhu.J.RNR. Vol 3; 6, : 2015 Figure 1: research conceptual model (Chenlong et al, 2012) 2 Customers component In business strategy, it is important how to differentiate an organization from its competitors for attracting, retaining and deepening relationships with customers (Kaplanonorton, 2004). In Balanced Scorecard model, customer is central as customers of products, attention and complaints, timely delivery of products to customers and low complaint (Wongrassam & Simmons, 2003). 3 Internal process This defined as those standards must be satisfied in order to stakeholders and customers satisfactions in internal processes (Kaplan and Norton, 1996). This then enhances the previous two dimensions and to issues such as the ratio of revenue to marketing costs, net income the number of fulltime staff, all personnel incomes, and time conversion cycle refers to the idea of product development costs during the year (Wongrassam & Simmons, 2003). 4Growth and Learning Those measures should be used to improve learning and development of staff training to meet stakeholders and customers demands (Kaplan and Norton, 1996). Hypothesis 1. There is a positive and significant association between CRM and relationship marketing. H1a: the implementation of customer relationship management system service has positive and significant impact on relationship marketing. H1b: supporting the implementation of customer relationship management system has a positive and significant impact on customer relationship marketing. H1c: supporting the implementation of marketing customer relationship management system has a significant positive impact on the relationship marketing. 2. There is a significant positive relationship between relationship marketing and commercial performance 252

7 Bhu.J.RNR. Vol 3; 6, : 2015 H2a: customer relationship marketing has positive and significant impacts on financial dimension of business performance. H2b: customer relationship marketing has positive and significant impacts on customer dimension of business performance. H2c: customer relationship marketing has positive and significant impacts on internal process dimension of business performance. H3d: customer relationship marketing has positive and significant impacts on growth and learning dimension of business performance. Methodology This is a descriptive study conducted in field manner. The study samples consisted of all insurance agencies of Kohgiloyeh Boyerahmad province which estimated 190 ones. Data on questionnaires were analyzed using SPSS and Smart PLS software applying statistical tests in consistent with hypotheses. According to the results, there is a significant and positive correlation between customer support and marketing support customer to relationship management system and relationship marketing, but implementation of internet services in customer relationship management system does not have significant positive impact on relationship marketing. Data analysis Variables normality test To assess variables normality of KolmogorovSmirnov test was used. Significant level Table 3: Distribution of test variables Kolmogorov Smirnov statistic Number Variables Internet service Marketing support Financial customer Internal process Learning and growth According to Kolmogorov Smirnov in the table (3) the significance level of less than 0.05 Kolmogorov for all variables was obtained and as a result o normality of variables is rejected and nonnormal assumption is accepted by research. Given that variables are not normally distributed, so to analyze the data from the PLS method as structural equation modeling was used. To evaluate the model, the standard introduced by "Fornell and Larkr" is used. The indices measure the relationship of a structure in comparison with other structural ones. The validity of acceptable model once suggested that a model structure has greater interaction with its parameters to other structures. Fornell and Larkr standard is calculated so that a structure 253

8 Bhu.J.RNR. Vol 3; 6, : 2015 should AVE root of the structural correlation with other structures. The measures are presented in Table 4: Table 4: variables Validity variable Marketing support Financial customer Internal process Learning and growth After ensuring appropriate measurement model we should evaluate and test structural model. Structural model or hypothesis test consisted Path Analysis (Beta), coefficient significance, determined variance (R2). Path represents the effect of each independent variable on the dependent variable. In Table 5 shows path coefficients for variables: Table 5: path coefficient for research variables variable Marketing support Financial customer Internal process Learning and growth As it can be seen in the table, effect of each independent variable on the dependent variable in the path is clear. For example, the effect of marketing support and customer support on relationship marketing was found to be 0.52 and 0.29 respectively. To evaluate the significance of routes (the effects of independent variables on the dependent variables) of the tstatistic is used. The results showed significantly greater levels of the path is as 0.05 and 1.96 ± in larger amounts from 2.66 to 0.01 probability level were significant. The results are presented in Table 6. Table 6: paths significance test variables

9 Bhu.J.RNR. Vol 3; 6, : Marketing support Financial 0.04 customer Internal process Learning and growth As it can be seen in table 6, it can be noted that the only relationship marketing has not significant effect on relationshipbased services and other paths are at significant at probability level of In the following analysis, determined variance is used to answer question that what percentage of variance is explained by the independent variables. The variances explained by each of the variables are shown in the table (7). The explained variance Table 7: The explained variance variable Internal process Financial Customer Growth and learning According to the table (7), it can be concluded that explained variance for relationship marketing is 50%. The independent variables (Internet Service, customer support and marketing support) in total accounted for 50% variance of relationship marketing. 255

10 Bhu.J.RNR. Vol 3; 6, : 2015 Figure3: path coefficients and factorial loads of variables 256

11 Bhu.J.RNR. Vol 3; 6, : 2015 Figure 4: t statistic/path significance Results of hypothesis test The study hypotheses are included in the light of significant test paths and path analysis,: results rejected accepted accepted accepted accepted accepted accepted t Path coefficients Table 8: research hypotheses to Relationship Relationship Relationship Financial dimension Customer dimension Internal process Growth and learning From Internet service Marketing support N As can be seen in the table, according to the results of the tstatistic it can be noted that the first hypothesis is rejected. Other hypotheses are significant in probability level of 1% and are accepted. 257

12 Bhu.J.RNR. Vol 3; 6, : 2015 The results of the test hypotheses First hypothesis: the implementation of customer relationship management system services in a positive and significant impact on a relationship marketing. According to the study paths of the tstatistic is significant and larger amounts of 1.96 in 0.05 and larger amounts of 2.66 at 0.01 are significant because the tstatistic this hypothesis equivalent to 0.04 is rejected. The second hypothesis: the implementation of customer relationship management system to support customer relationship marketing has a significant positive effect. This hypothesis with a tstatistic of 8.01 due to the larger amounts of 1.96 and 2.66 is accepted with a coefficient equal to 0.29 confirming the hypothesis. The third hypothesis: the implementation of customer relationship management system, marketing support and significant positive effect on the relationship marketing. This hypothesis with a tstatistic of to 1.96 and 2.66 to be accepted because of the larger quantities with a coefficient equal to 0.52 hypotheses is accepted. The fourth hypothesis: relationship marketing is a significant and positive impact on the financial aspect of business. The hypothesis with the tstatistic equal to to 1.96 and 2.66 to be accepted because of larger quantities and with a coefficient of 0.47 indicates this hypothesis is accepted. Fifth hypothesis: a significant and positive impact on the customer relationship marketing and commercial activities. The hypothesis with the tstatistic greater than the amount equivalent to due to 1.96 and 2.66 to be accepted with a coefficient of 0.73 rejected this hypothesis. Sixth hypothesis: relationship marketing is a significant and positive impact on the internal business processes. The hypothesis with the tstatistic greater than to 1.96 and 2.66 with coefficient of 0.66 shows that hypothesis is accepted. Seventh hypothesis: relationship marketing is a significant and positive impact on the learning and development of commercial activities. This hypothesis with the tstatistic greater than due to 1.96 and 2.66, due to having path coefficients about 0.60 indicates accepting this hypothesis. REFERENCES Amiri, S. (2004). Assessing quality of insurance services with quality scale model, master's thesis, Institute of Education Planning and Research Management. Amirshahi, A., and Soffianian, d. (2007). Identify obstacles and barriers to the implementation of relationship marketing at stateowned insurance company in Iran. first edition H. Moghaddam, A., Ramin Mehr, H., Hajmoghani,. (2010). A model of successful implementation of customer relationship management (Case study: Bank Saderat in Tehran). Reference knowledge Salardh Borzooei, d. (2012). The relationship between relationship marketing (sales relationship) and customer loyalty. Recovery of Moshtaghi, SA. (2010). The effect of corporate entrepreneurship on organizational performance (Case Study: Alborz insurance agencies in the city of Rasht). Park, Y.J., PilSun, H. and MyungHwan, R., (2008). Measurement of a customer satisfaction index for improvement of mobile RFID services in Korea. ETRI Journal, 30(5), pp Jamal, A., (2009). Stigating the effect of service quality, dimensions and expertise on loylty, European Journal of Marketing, 43(3/4). 258

13 Bhu.J.RNR. Vol 3; 6, : 2015 Kim, H., Kim, Y.K., Jolly, L. and Fairhurst, A., (2010). The role of love in satisfied customers relationships with retailers. The International Review of Retail Distribution and Consumer Research,20(3), pp Fuller, J. and Matzler, K., (2008). Customers delight and market segmentation: An application of the threefactor theory of customer satisfaction on life style groups. Tourism Management, 9, pp Fonseca, J., (2009). Customer satisfaction study via a latent segmentation model. Journal of Retailing and Consumer Services,16, pp Kaplan R.S. and Norton D.P. (1996). Using the Balanced Scorecard as a strategic management system. Wongrassam,Gardiner P.D and Simmons J.E.L. (2003). Performance Measurement Tools: The Balanced Scorecard And The EFQM Excellence Model Jang, S.C., Hu, C., Bai, B. (2006). A canonical correlation analysis of erelationship marketing and hotel financial performance. Tourism and Hospitality Research 6 (4),

SCIENCE ROAD JOURNAL

SCIENCE ROAD JOURNAL SCIENCE ROAD Journal SCIENCE ROAD JOURNAL Year: 2015 Volume: 03 Issue: 03 Pages: 278-285 Analyzing the impact of knowledge management on the success of customer communications with intermediary role of

More information

MAGNT Research Report (ISSN. 1444-8939) Vol.2 (Special Issue) PP: 213-220

MAGNT Research Report (ISSN. 1444-8939) Vol.2 (Special Issue) PP: 213-220 Studying the Factors Influencing the Relational Behaviors of Sales Department Staff (Case Study: The Companies Distributing Medicine, Food and Hygienic and Cosmetic Products in Arak City) Aram Haghdin

More information

Investigation the Effect of Customer value on performance of Customer Relationship Management (Case Study: Parsian E-Commerce Company)

Investigation the Effect of Customer value on performance of Customer Relationship Management (Case Study: Parsian E-Commerce Company) Investigation the Effect of Customer value on performance of Customer Relationship Management (Case Study: Parsian E-Commerce Company) Seyyed Mohammad Nopasand Asil 1, Mostafa Ebrahimpour 2, Zahra Saberdel

More information

Investigating the effective factors on Customer Relationship Management capability in central department of Refah Chain Stores

Investigating the effective factors on Customer Relationship Management capability in central department of Refah Chain Stores Investigating the effective factors on Customer Relationship Management capability in central department of Refah Chain Stores Salar Fathi, M.A. Student, Department of Management, Business Branch, Islamic

More information

Effect of some important factors on management of customer relationship with an emphasis on comprehensive banking

Effect of some important factors on management of customer relationship with an emphasis on comprehensive banking Effect of some important factors on management of customer relationship with an emphasis on comprehensive banking Department of management, Science and research branch, Islamic Azad University, Shahroud,

More information

J. Appl. Environ. Biol. Sci., 5(5)220-226, 2015 2015, TextRoad Publication

J. Appl. Environ. Biol. Sci., 5(5)220-226, 2015 2015, TextRoad Publication 2015, TextRoad Publication ISSN: 2090-4274 Journal of Applied Environmental and Biological Sciences www.textroad.com Evaluation of the Impact of Change Management Dimensions on Increasing Organizational

More information

Model Successful Implementation of Customer Relationship Management (Case Study: Ghavamin Bank)

Model Successful Implementation of Customer Relationship Management (Case Study: Ghavamin Bank) Research Journal of Recent Sciences ISSN 2277-2502. Model Successful Implementation of Customer Relationship Management (Case Study: Ghavamin Bank) Masume Sadat Abtahi 1, Mohammad Bayat 2 and Ali Abolghasemi

More information

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) AND ITS IMPACT ON PERFORMANCE IMPROVEMENT OF COMPANIES IN IRAN TELECOMMUNICATIONS

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) AND ITS IMPACT ON PERFORMANCE IMPROVEMENT OF COMPANIES IN IRAN TELECOMMUNICATIONS CUSTOMER RELATIONSHIP MANAGEMENT (CRM) AND ITS IMPACT ON PERFORMANCE IMPROVEMENT OF COMPANIES IN IRAN TELECOMMUNICATIONS Siamak Alipour 1, Shahram Golrang Arabani 2, Mohammad Talebi Asadi 3, Reza Zareii

More information

Assessing CRM indicators effects on creating brand image at health care services

Assessing CRM indicators effects on creating brand image at health care services Available online at www.behaviorsciences.com Reef Resources Assessment and Management Technical Paper ISSN: 16077393 RRAMT 2013 Vol. 38(2), 2013, 5 Assessing CRM indicators effects on creating brand image

More information

STUDYING OF THE EFFECT OF INFORMATION TECHNOLOGY ON SUPPLY CHAIN PROCESSES AND ORGANIZATIONAL PERFORMANCE (CASE STUDY: PARSIAN GAS REFINERY COMPANY)

STUDYING OF THE EFFECT OF INFORMATION TECHNOLOGY ON SUPPLY CHAIN PROCESSES AND ORGANIZATIONAL PERFORMANCE (CASE STUDY: PARSIAN GAS REFINERY COMPANY) Pinnacle Research Journals 1 STUDYING OF THE EFFECT OF INFORMATION TECHNOLOGY ON SUPPLY CHAIN PROCESSES AND ORGANIZATIONAL PERFORMANCE (CASE STUDY: PARSIAN GAS REFINERY COMPANY) KHODAKARAM MOHAMMADI CHESHME

More information

IMPACT OF EFFECTIVE ORGANIZATIONAL CHARACTERISTICS ON ADOPTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN MELLI BANK BRANCHES IN KHUZESTAN PROVINCE-IRAN

IMPACT OF EFFECTIVE ORGANIZATIONAL CHARACTERISTICS ON ADOPTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN MELLI BANK BRANCHES IN KHUZESTAN PROVINCE-IRAN IMPACT OF EFFECTIVE ORGANIZATIONAL CHARACTERISTICS ON ADOPTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN MELLI BANK BRANCHES IN KHUZESTAN PROVINCE-IRAN Mohammad Ali Enayati Shiraz 1, Elham Ramezani 2 1 Department

More information

Effect of organizational learning on human resource development (case study: Payam Noor University in Fars province)

Effect of organizational learning on human resource development (case study: Payam Noor University in Fars province) Journal of Scientific Research and Development 2 (4): 168-172, 2015 Available online at www.jsrad.org ISSN 1115-7569 2015 JSRAD Effect of organizational learning on human resource development (case study:

More information

*Author for Correspondence. Keywords: Social Responsibility, Market Orientation, Customer Relationship Management, Performance

*Author for Correspondence. Keywords: Social Responsibility, Market Orientation, Customer Relationship Management, Performance THE EFFECT OF SOCIAL RESPONSIBILITY, MARKET ORIENTATION AND CUSTOMER RELATIONSHIP MANAGEMENT ON PERFORMANCE USING A BALANCED SCORECARD APPROACH (CASE STUDY DAIRY COMPANIES SHIRAZ) Fatemeh Keshavars Pour

More information

Impact of ECRM on the Create Competitive Advantage in Hotels of Sarein

Impact of ECRM on the Create Competitive Advantage in Hotels of Sarein Impact of ECRM on the Create Competitive Advantage in Hotels of Sarein Shahram GilaniNia Department of Industrial Management, Islamic Azad University, Rasht Branch, Rasht, Iran Sirous Balaei Department

More information

RELATIONSHIP BETWEEN BUSINESS INTELLIGENCE AND ORGANIZATIONAL PERFORMANCE (CASE STUDY: FOOD INDUSTRY COMPANIES IN RASHT INDUSTRIAL CITY)

RELATIONSHIP BETWEEN BUSINESS INTELLIGENCE AND ORGANIZATIONAL PERFORMANCE (CASE STUDY: FOOD INDUSTRY COMPANIES IN RASHT INDUSTRIAL CITY) RELATIONSHIP BETWEEN BUSINESS INTELLIGENCE AND ORGANIZATIONAL PERFORMANCE (CASE STUDY: FOOD INDUSTRY COMPANIES IN RASHT INDUSTRIAL CITY) Mehrdad Goudarzvand Chegini Department of Public Management, Rasht

More information

BRAND REPUTATION AND COSTUMER TRUST

BRAND REPUTATION AND COSTUMER TRUST BRAND REPUTATION AND COSTUMER TRUST Reza Mohammad Alizadeh Movafegh 1, Hamid Fotoohi 2 1 M.A. Student of Business Management, Islamic Azad University, Rasht Branch, Rasht, Iran 2 Department of Agricultural

More information

Ranking Barriers to Implementing Marketing Plans in the Food Industry

Ranking Barriers to Implementing Marketing Plans in the Food Industry Ranking Barriers to Implementing Marketing Plans in the Food Industry Shahram Gilaninia 1, Seyed Yahya Seyed Danesh 2, Mina Abroofarakh 3* 1 Department of Industrial Management, Rasht Branch, Islamic Azad

More information

Keywords: Marketing Strategy, Competitive Advantage, the Customer Relationship System, State Banks of Kermanshah

Keywords: Marketing Strategy, Competitive Advantage, the Customer Relationship System, State Banks of Kermanshah CODIFYING THE MARKETING STRATEGY WITH AN APPROACH TO THE COMPETITIVE ADVANTAGE- CASE STUDY: THE COMPARISON OFCUSTOMER RELATIONSHIP SYSTEM IN STATE BANKS Jalaledin Gavazi and *Seyed Reza Hassani Department

More information

The Study of Relation Between Supply Relationship Management and Customer Satisfaction in Textile Industry

The Study of Relation Between Supply Relationship Management and Customer Satisfaction in Textile Industry World Applied Sciences Journal 15 (9): 1344-1348, 2011 ISSN 1818-4952 IDOSI Publications, 2011 The Study of Relation Between Supply Relationship Management and Customer Satisfaction in Textile Industry

More information

A STUDY OF THE ROLE OF INFORMATION TECHNOLOGY FOR IMPROVEMENT, A TOOL FOR CUSTOMER RELATIONSHIP MANAGEMENT IN IRAN KHODROU AGENCIES

A STUDY OF THE ROLE OF INFORMATION TECHNOLOGY FOR IMPROVEMENT, A TOOL FOR CUSTOMER RELATIONSHIP MANAGEMENT IN IRAN KHODROU AGENCIES A STUDY OF THE ROLE OF INFORMATION TECHNOLOGY FOR IMPROVEMENT, A TOOL FOR CUSTOMER RELATIONSHIP MANAGEMENT IN IRAN KHODROU AGENCIES Zahra Khoshiman and *Farshid Namamian Department of Business Management,

More information

I n Search of Excellence, the 1982 best-selling book by McKinsey partners Tom

I n Search of Excellence, the 1982 best-selling book by McKinsey partners Tom How the balanced scorecard complements the McKinsey 7-S model Robert S. Kaplan Robert S. Kaplan is the Marvin Bower Professor of Leadership Development at Harvard Business School (rkaplan@hbs.edu). His

More information

Analysis of the Relationship between Strategic Management and Human Resources Management in Informatics Services Company of Tehran Province

Analysis of the Relationship between Strategic Management and Human Resources Management in Informatics Services Company of Tehran Province Modern Applied Science; Vol. 10, No. 6; 2016 ISSN 1913-1844 E-ISSN 1913-1852 Published by Canadian Center of Science and Education Analysis of the Relationship between Strategic Management and Human Resources

More information

The impact of relationship marketing on customer loyalty enhancement (Case study: Kerman Iran insurance company)

The impact of relationship marketing on customer loyalty enhancement (Case study: Kerman Iran insurance company) Marketing and Branding Research 3(2016) 41-49 MARKETING AND BRANDING RESEARCH WWW.AIMIJOURNAL.COM INDUSTRIAL MANAGEMENT INSTITUTE The impact of relationship marketing on customer loyalty enhancement (Case

More information

Investigating the relationship between outsourcing and performance based on Balanced Score Card (Case study: Ilam Post Office)

Investigating the relationship between outsourcing and performance based on Balanced Score Card (Case study: Ilam Post Office) 2014 (2014) 1-11 Available online at www.ispacs.com/dea Volume: 2014, Year 2014 Article ID: dea-00037, 11 Pages doi:10.5899/2014/dea-00037 Research Article Data Envelopment Analysis and Decision Science

More information

The Impact of Electronic Customer Relationship Management on Improving Marketing Performance of Private Banks

The Impact of Electronic Customer Relationship Management on Improving Marketing Performance of Private Banks The Impact of Electronic Customer Relationship Management on Improving Marketing Performance of Private Banks Esmaeil Malek Akhlagh 1, Allahyar Daghbandan 2, Somayeh Yousefnejad 3* 1 Department of Business

More information

Corporate performance management

Corporate performance management Corporate performance management Mike Bourne, Monica Franco and John Wilkes Mike Bourne is Director of the Centre for Business Performance at Craneld School of Management. He joined Cambridge University

More information

Factors Affecting Demand Management in the Supply Chain (Case Study: Kermanshah Province's manufacturing and distributing companies)

Factors Affecting Demand Management in the Supply Chain (Case Study: Kermanshah Province's manufacturing and distributing companies) International Journal of Agriculture and Crop Sciences. Available online at www.ijagcs.com IJACS/2013/6-14/994-999 ISSN 2227-670X 2013 IJACS Journal Factors Affecting Demand Management in the Supply Chain

More information

A Survey of the Relationship between Quality of Work Life and Customer Relationship Management (Case Study: Keshavarzi Bank Branches of Kermanshah)

A Survey of the Relationship between Quality of Work Life and Customer Relationship Management (Case Study: Keshavarzi Bank Branches of Kermanshah) ORIGINAL ARTICLE Received 15 Oct. 2012 Accepted 30 Dec. 2012 2012, Scienceline Publication www.science-line.com Asian Journal of Social and Economic Sciences Asian J. Soc. Econ. Sci. 1(1): 18-22, 2012

More information

THE IMPORTANCE OF KNOWLEDGE MANAGEMENT IN ORGANIZATIONS WITH EMPHASIS ON THE BALANCED SCORECARD LEARNING AND GROWTH PERSPECTIVE

THE IMPORTANCE OF KNOWLEDGE MANAGEMENT IN ORGANIZATIONS WITH EMPHASIS ON THE BALANCED SCORECARD LEARNING AND GROWTH PERSPECTIVE THE IMPORTANCE OF KNOWLEDGE MANAGEMENT IN ORGANIZATIONS WITH EMPHASIS ON THE BALANCED SCORECARD LEARNING AND GROWTH PERSPECTIVE Danijela Jelenic Faculty of Economics, University of Nis, Republic of Serbia

More information

BPR AND PERFORMANCE MEASUREMENT

BPR AND PERFORMANCE MEASUREMENT BPR AND PERFORMANCE MEASUREMENT Business Process Reengineering by Lampathaki F., Koussouris S., Psarras J. Performance A performance measurement is a comparison of actual returns against a pre-specified

More information

Operations Department

Operations Department Page: 1 of 4 JOB DESCRIPTION JOB TITLE JOB HOLDER REPORTING TO: CLIENT RELATIONSHIP MANAGER MANAGING DIRECTOR DIVISION/DEPARTMENT LEVEL 1. JOB PURPOSE LIFE BUSINESS - OPERATIONS If applicable GRADE The

More information

The Relationship between Bureaucratic Leadership Style (Task-Oriented) and Customer Relationship Management (CRM)

The Relationship between Bureaucratic Leadership Style (Task-Oriented) and Customer Relationship Management (CRM) 2013, TextRoad Publication ISSN 2090-4304 Journal of Basic and Applied Scientific Research www.textroad.com The Relationship between Bureaucratic Leadership Style (Task-Oriented) and Customer Relationship

More information

The Study of the Effect of Brand on Customer Loyalty of Electronic products

The Study of the Effect of Brand on Customer Loyalty of Electronic products International J. Soc. Sci. & Education 2013 Vol.3 Issue 4, ISSN: 2223-4934 E and 2227-393X Print The Study of the Effect of Brand on Customer Loyalty of Electronic products By 1 Mona Sanaei Nasab and 2

More information

ijcrb.com INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS JULY 2014 VOL 6, NO 3

ijcrb.com INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS JULY 2014 VOL 6, NO 3 The correlation between culture of consistency and customer relationship management (CRM) in Asia Insurance Company of Gilan province Dr. Toraj Mojibi (PHD) Department of Management, Firoozkooh Branch,

More information

Comparing Teachers' Citizenship Behavior in Public and Non-Profit Schools in Dorud County

Comparing Teachers' Citizenship Behavior in Public and Non-Profit Schools in Dorud County International Journal of Humanities and Social Science Vol. 2 No. 18; October 2012 Comparing Teachers' Citizenship Behavior in Public and Non-Profit Schools in Dorud County Dr. Javad Mehrabi Department

More information

The Impact of Information Technology Application on Personal Empowerment of Social Security Organization in Guilan Province

The Impact of Information Technology Application on Personal Empowerment of Social Security Organization in Guilan Province The Impact of Information Technology Application on Personal Empowerment of Social Security Organization in Guilan Province Mohammad Taleghani 1, Esmaeil Malek Akhlagh 2, Mohammad Ali Salimi 3* 1 Department

More information

Developing CRM strategies with using balance score card approach in Semnan West Steel Company

Developing CRM strategies with using balance score card approach in Semnan West Steel Company SCIENTIFIC RESEARCH CENTER International Journal of Business Economics and Management Studies ISSN 2348-3016 Developing CRM strategies with using balance score card approach in Semnan West Steel Company

More information

FACTORS AFFECTING SUCCESSFUL IMPLEMENTATION OF NICHE MARKETING IN TEHRAN METROPOLIS

FACTORS AFFECTING SUCCESSFUL IMPLEMENTATION OF NICHE MARKETING IN TEHRAN METROPOLIS Revista Empresarial Inter Metro / Inter Metro Business Journal Spring 2012 / Vol. 8 No. 1 / p. 33 FACTORS AFFECTING SUCCESSFUL IMPLEMENTATION OF NICHE MARKETING IN TEHRAN METROPOLIS By Mehdi Noursina Management

More information

Managing Organizational Performance: Linking the Balanced Scorecard to a Process Improvement Technique Abstract: Introduction:

Managing Organizational Performance: Linking the Balanced Scorecard to a Process Improvement Technique Abstract: Introduction: Managing Organizational Performance: Linking the Balanced Scorecard to a Process Improvement Technique William K. Hoehn, Ph.D. Raytheon Systems Company Tucson, Arizona Abstract: Numerous researchers have

More information

Review and Rating factors affecting the Deployment of (CRM) Customer Relationship Management at Nestle Company

Review and Rating factors affecting the Deployment of (CRM) Customer Relationship Management at Nestle Company Review and Rating factors affecting the Deployment of (CRM) Customer Relationship Management at Nestle Company Rogaye Rezaeegiglo Department of Management, Bilesvar Branch, Islamic Azad University Ali

More information

Customer Relationship Management: an Organizational Survival Approach to Perceive Customer Loyalty

Customer Relationship Management: an Organizational Survival Approach to Perceive Customer Loyalty Customer Relationship Management: an Organizational Survival Approach to Perceive Customer Loyalty Dr. Mehran Molavi1, Ayub Nahardah2 1-Department of Public Administration, College of Human Sciences, Mahabad

More information

The Relationship between Knowledge Management Elements and Organizational Learning among Faculty Members of Islamic Azad University of Dezful

The Relationship between Knowledge Management Elements and Organizational Learning among Faculty Members of Islamic Azad University of Dezful International Journal On New Trends In Education And Literature Vol 1, No 6, Feb. 2015 http://www.ijnteljournal.com The Relationship between Knowledge Management Elements and Organizational Learning among

More information

Survey Relationship between Human Resources Roles and Human Resources Competencies

Survey Relationship between Human Resources Roles and Human Resources Competencies Survey Relationship between Human Resources Roles and Human Resources Competencies Hasan Darvish Faculty Member, Department of management, Payam Noor University, PO BOX 19395-3697 Tehran, Iran Alireza

More information

The Study of Relationship Marketing with Customer Satisfaction and Loyalty (Case Study: Customers of Ghavamin Bank in Sistan and Baluchestan Province)

The Study of Relationship Marketing with Customer Satisfaction and Loyalty (Case Study: Customers of Ghavamin Bank in Sistan and Baluchestan Province) The Study of Marketing with Customer Satisfaction and Loyalty (Case Study: Customers of Ghavamin Bank in Sistan and Baluchestan Province) Sayed Eisa Nauroozi M. A of Management Science and Research Branch

More information

DIFFERENCE BETWEEN INTERNAL AND EXTERNAL SUPPLY CHAIN RISKS ON ITS PERFORMANCE

DIFFERENCE BETWEEN INTERNAL AND EXTERNAL SUPPLY CHAIN RISKS ON ITS PERFORMANCE DIFFERENCE BETWEEN INTERNAL AND EXTERNAL SUPPLY CHAIN RISKS ON ITS PERFORMANCE Shahram Gilaninia 1, Hossein Ganjinia 2, Batool Asadi Mahdikhanmahaleh 3 (Corresponding Author) 1 Department of Industrial

More information

Evaluation Framework for an ERP System using Balanced Scorecard Approach

Evaluation Framework for an ERP System using Balanced Scorecard Approach Evaluation Framework for an ERP System using Balanced Scorecard Approach SUDHANSHU JOSHI Faculty Member- Applied Finance & IS +91-9997410336,drsudhanshu.joshi@gmail.com Gurukul Kangri University, Haridwar

More information

The Impact of Information Technology Application on Supply Chain Performance

The Impact of Information Technology Application on Supply Chain Performance The Impact of Information Technology Application on Supply Chain Performance Abstract Shahram Gilaninia (Corresponding Author) Department of Business Management, Science and Research Branch, Islamic Azad

More information

Impact of Working Capital Management on the Performance of the Firms Listed on the Tehran Stock Exchange

Impact of Working Capital Management on the Performance of the Firms Listed on the Tehran Stock Exchange Vol. 3, No.3, July 2013, pp. 352 364 ISSN: 2225-8329 2013 HRMARS www.hrmars.com Impact of Working Capital Management on the Performance of the Firms Listed on the Tehran Stock Exchange Mehdi Rezaie AHMADABADI

More information

Survey of the relation of Customer Value with CRM function. (Case study of Cement Factory of Hormozgan)

Survey of the relation of Customer Value with CRM function. (Case study of Cement Factory of Hormozgan) 2011 3rd International Conference on Information and Financial Engineering IPEDR vol.12 (2011) (2011) IACSIT Press, Singapore Survey of the relation of Customer Value with CRM function (Case study of Cement

More information

Effects of e-commerce on supply chain of production companies in Isfahan

Effects of e-commerce on supply chain of production companies in Isfahan International Journal of Advanced Biotechnology and Research (IJBR) ISSN 0976-2612, Online ISSN 2278 599X, Vol-7, Special Issue3-April, 2016, pp260-269 http://www.bipublication.com Research Article Effects

More information

The Relationship between Social Capital and Organizational Knowledge Management, Human Resource Administration (Case Study in Urmia Justice)

The Relationship between Social Capital and Organizational Knowledge Management, Human Resource Administration (Case Study in Urmia Justice) Vol. 102, No. 11; November 2013 NATIONALPARK-FORSCHUNG IN DER SCHWEIZ (Switzerland Research Park Journal) The Relationship between Social Capital and Organizational Knowledge, Human Resource Administration

More information

MAGNT Research Report (ISSN. 1444-8939) Vol.2 (Special Issue) PP: 860-867

MAGNT Research Report (ISSN. 1444-8939) Vol.2 (Special Issue) PP: 860-867 The Relationship between Customer Relationship Management and Market Oriented Approach and Market Performance (Case Study: Internet companies in Tehran) Peyman Shiroui *1 and Hossein Boudaghi khajeh Noubar

More information

Vol.2 (1) 63-68 January (2014)

Vol.2 (1) 63-68 January (2014) Vol.2 (1) 63-68 January (2014) ISSN:2345-6396 Research Paper The Effects of Relationship Marketing on the Increase Customers' Loyalty (Case Study: Melli Bank in Rasht) Mohammad Taleghani 1,Seyed Mohammad

More information

CUSTOMER EXPERIENCE MANAGEMENT THE MOST IMPORTANT DIMENSION OF THE SERVICE FIRM STRATEGY

CUSTOMER EXPERIENCE MANAGEMENT THE MOST IMPORTANT DIMENSION OF THE SERVICE FIRM STRATEGY CUSTOMER EXPERIENCE MANAGEMENT THE MOST IMPORTANT DIMENSION OF THE SERVICE FIRM STRATEGY Ra iu Monica Paula Romanian-American University, Faculty of Internal and International Tourism Economy, 1B, Expozi

More information

The Relationship between Service Quality and Perceived Value with Customer Loyalty and Aerobic Fitness Clubs in Tabriz

The Relationship between Service Quality and Perceived Value with Customer Loyalty and Aerobic Fitness Clubs in Tabriz 2015; 1(6): 69-73 P-ISSN: 2394-1685 E-ISSN: 2394-1693 Impact Factor (ISRA): 4.69 IJPESH 2015; 1(6): 69-73 2015 IJPESH www.kheljournal.com Received: 07-05-2015 Accepted: 09-06-2015 Mohammad Rahim Najafzadeh

More information

The Relation between the Use of E-Customer Relation Management (E-CRM) and Customer Satisfaction of the Branches of Saderat Bank of Golestan Province

The Relation between the Use of E-Customer Relation Management (E-CRM) and Customer Satisfaction of the Branches of Saderat Bank of Golestan Province International Research Journal of Management Sciences. Vol., 2 (11), 355-359, 2014 Available online at http://www.irjmsjournal.com ISSN 2147-964x 2014 The Relation between the Use of E-Customer Relation

More information

IMPACT OF SUPPLY CHAIN MANAGEMENT STRATEGIES ON COMPETITIVE ADVANTAGE IN MANUFACTURING COMPANIES OF KHUZESTAN PROVINCE

IMPACT OF SUPPLY CHAIN MANAGEMENT STRATEGIES ON COMPETITIVE ADVANTAGE IN MANUFACTURING COMPANIES OF KHUZESTAN PROVINCE IMPACT OF SUPPLY CHAIN MANAGEMENT STRATEGIES ON COMPETITIVE ADVANTAGE IN MANUFACTURING COMPANIES OF KHUZESTAN PROVINCE Mohammad Ali Enayati Shiraz, Elham Ramezani 2 Department of Industrial Management,

More information

OPTIMAL PLANNING OF SERVICE QUALITY AND CUSTOMER RELATIONSHIP MANAGEMENT CRM THE BANKING SYSTEM USING TOPSIS (CASE STUDY: SADERAT BANK OF MAZANDARAN)

OPTIMAL PLANNING OF SERVICE QUALITY AND CUSTOMER RELATIONSHIP MANAGEMENT CRM THE BANKING SYSTEM USING TOPSIS (CASE STUDY: SADERAT BANK OF MAZANDARAN) Indian J.Sci.Res. () :9-7, 0 ISSN : 0976-876 (Print) ISSN : 0-08 (Online) OPTIMAL PLANNING OF SERVICE QUALITY AND CUSTOMER RELATIONSHIP MANAGEMENT CRM THE BANKING SYSTEM USING TOPSIS (CASE STUDY: SADERAT

More information

Abstract. ijcrb.webs.com INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS DECEMBER 2012 VOL 4, NO 8

Abstract. ijcrb.webs.com INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS DECEMBER 2012 VOL 4, NO 8 Approaches of Performance Evaluation in Organizations Majid Ghanbari Shahraji 1, Mostafa Rashidipanah 2,Reza Soltaninasanb 3, Mona Pournorouz Golroudbari 4, Amir Tavakoli 5, Sorous Khorshidifard 6, Mohammad

More information

Keywords : Customer relationship management, competitive advantage, loyalty, complaints.

Keywords : Customer relationship management, competitive advantage, loyalty, complaints. Global Journal of Management and Business Research Volume 11 Issue 5 Version 1.0 Type: Double Blind Peer Reviewed International Research Journal Publisher: Global Journals Inc. (USA) Print ISSN: 0975-5853

More information

Assessment of the Key Success Factors of Customer Relationship Management

Assessment of the Key Success Factors of Customer Relationship Management Assessment of the Key Success Factors of Customer Relationship Management Meysam Bagheri Pamsari, Maria Dehban, & Hossein Karimi Lulemani M.A. Student of Business Management, Science and Research Branch,

More information

THE ROLE OF QUALITY INSURANCE SERVICES ON AMOUNT OF INSURED WILLINGNESS BASED ON THE SERVQUAL MODEL

THE ROLE OF QUALITY INSURANCE SERVICES ON AMOUNT OF INSURED WILLINGNESS BASED ON THE SERVQUAL MODEL THE ROLE OF QUALITY INSURANCE SERVICES ON AMOUNT OF INSURED WILLINGNESS BASED ON THE SERVQUAL MODEL Marhamat Hemmat Poor Department of Edecation Management, Islamic Azad University,Rasht Branch, Rasht,

More information

The Impact of Company Characteristics on Working Capital Management

The Impact of Company Characteristics on Working Capital Management Journal of Applied Finance & Banking, vol.2, no.1, 2012, 105-125 ISSN: 1792-6580 (print version), 1792-6599 (online) International Scientific Press, 2012 The Impact of Company Characteristics on Working

More information

Effect of Knowledge Management on Success of Customer Relationship Management in Eghtesad Novin Bank of Tehran

Effect of Knowledge Management on Success of Customer Relationship Management in Eghtesad Novin Bank of Tehran Effect of Knowledge Management on Success of Customer in Eghtesad Novin Bank of Tehran Mehrdad Hasanzadeh Department of Marketing Management, Central Tehran Branch, Islamic Azad University, Tehran, Iran

More information

INTER RELATIONSHIP OF SERVICE QUALITY ASPECTS, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN BANKING SECTOR OF INDIA: A STUDY OF RETAIL BANKING SECTOR

INTER RELATIONSHIP OF SERVICE QUALITY ASPECTS, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN BANKING SECTOR OF INDIA: A STUDY OF RETAIL BANKING SECTOR IMPACT: International Journal of Research in Business Management (IMPACT: IJRBM) ISSN 2321-886X Vol. 1, Issue 4, Sep 2013, 1-8 Impact Journals INTER RELATIONSHIP OF SERVICE QUALITY ASPECTS, CUSTOMER SATISFACTION

More information

Design of a Customer-Centric Balanced Scorecard Support for a Research on CRM Strategies of Romanian Companies from FMCG Sector

Design of a Customer-Centric Balanced Scorecard Support for a Research on CRM Strategies of Romanian Companies from FMCG Sector Design of a Customer-Centric Balanced Scorecard Support for a Research on CRM Strategies of Romanian Companies from FMCG Sector MICU ADRIAN MICU ANGELA ELIZA CAPATINA ALEXANDRU NISTOR COSTEL Management-Marketing

More information

The effect of social value on the Bank customer loyalty (Case Study: branches of Mellat Bank in the city of Isfahan)

The effect of social value on the Bank customer loyalty (Case Study: branches of Mellat Bank in the city of Isfahan) ACADEMIE ROYALE DES SCIENCES D OUTRE-MER BULLETIN DES SEANCES Vol. 4 No. 2 May 2015 pp. 260-266 ISSN: 0001-4176 The effect of social value on the Bank customer loyalty (Case Study: branches of Mellat Bank

More information

Effects of Relationship Marketing (RM) on Customer Loyalty (Case Study: Mehr Bank, Kermanshah Province, Iran).

Effects of Relationship Marketing (RM) on Customer Loyalty (Case Study: Mehr Bank, Kermanshah Province, Iran). Effects of Relationship Marketing (RM) on Customer Loyalty (Case Study: Mehr Bank, Kermanshah Province, Iran). Peyman Jesri MA in MBA in Islamic Azad University, Sanandaj, Iran Freyedon Ahmadi Departement

More information

EVALUATING IMPACT OF MANAGEMENT ACCOUNTING PERFORMANCE ON ERP SYSTEM S EFFECTIVENESS: A CASE STUDY OF INSURANCE COMPANY OF ATIYEHSAZAN HAFEZ IRAN

EVALUATING IMPACT OF MANAGEMENT ACCOUNTING PERFORMANCE ON ERP SYSTEM S EFFECTIVENESS: A CASE STUDY OF INSURANCE COMPANY OF ATIYEHSAZAN HAFEZ IRAN EVALUATING IMPACT OF MANAGEMENT ACCOUNTING PERFORMANCE ON ERP SYSTEM S EFFECTIVENESS: A CASE STUDY OF INSURANCE COMPANY OF ATIYEHSAZAN HAFEZ IRAN Hadi Bakhsheshi Tanyani 1, Shahram Gilaninia 2* 1 M.A.

More information

RELATIONSHIP BETWEEN MANAGEMENT INFORMATION SYSTEMS (MIS) AND LEAN MANAGEMENT

RELATIONSHIP BETWEEN MANAGEMENT INFORMATION SYSTEMS (MIS) AND LEAN MANAGEMENT RELATIONSHIP BETWEEN MANAGEMENT INFORMATION SYSTEMS (MIS) AND LEAN MANAGEMENT Farhang Khallaghdoost Nejati, Kourosh Rajeiyan, Reza Hajati, Hamid Reza Safari, Mohammad Rashed 1,2,3,4 M.A. Student Business

More information

Investigating the Relationship between Organizational Environment and Productivity of Organizational Managers

Investigating the Relationship between Organizational Environment and Productivity of Organizational Managers Euro-Asian Journal of Economics and Finance ISSN: 2310-0184 Volume: 1, Issue: 1 (October 2013), Pages: 51-62 2013 Academy of Business & Scientific Research http://www.absronline.org/eajef Investigating

More information

The Study of Relationship between Customer Relationship Management, Patrons, and Profitability (A Case Study: all Municipals of Kurdistan State)

The Study of Relationship between Customer Relationship Management, Patrons, and Profitability (A Case Study: all Municipals of Kurdistan State) International Journal of Basic Sciences & Applied Research. Vol., 3 (SP), 316-320, 2014 Available online at http://www.isicenter.org ISSN 2147-3749 2014 The Study of Relationship between Customer Relationship

More information

Balanced Scorecard and Compensation

Balanced Scorecard and Compensation 2011 International Conference on Business and Economics Research IPEDR Vol.16 (2011) (2011) IACSIT Press, Singapore Balanced Scorecard and Compensation Petr Snapka and Andrea Copikova + VŠB Technical University

More information

Customer relationship management MB-104. By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology

Customer relationship management MB-104. By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology Customer relationship management MB-104 By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology University Syllabus UNIT-1 Customer Relationship Management- Introduction

More information

IMPROVING THE CRM SYSTEM IN HEALTHCARE ORGANIZATION

IMPROVING THE CRM SYSTEM IN HEALTHCARE ORGANIZATION IMPROVING THE CRM SYSTEM IN HEALTHCARE ORGANIZATION ALIREZA KHOSHRAFTAR 1, MOHAMMAD FARID ALVANSAZ YAZDI 2, OTHMAN IBRAHIM 3, MAHYAR AMINI 4, MEHRBAKHSH NILASHI 5, AIDA KHOSHRAFTAR 6, AMIR TALEBI 7 1,3,4,5,6,7

More information

EXPLAIN THE EFFECTIVENESS OF ADVERTISING USING THE AIDA MODEL

EXPLAIN THE EFFECTIVENESS OF ADVERTISING USING THE AIDA MODEL EXPLAIN THE EFFECTIVENESS OF ADVERTISING USING THE AIDA MODEL SAHAR GHARIBI a DR.SEYED YAHYAH SEYED DANESH b DR.KAMBIZ SHAHRODI c Abstract The main objective of this research, Explain the effectiveness

More information

A Proposal Framework for investigating the impact of customer relationship management on customer retention in e-commerce

A Proposal Framework for investigating the impact of customer relationship management on customer retention in e-commerce A Proposal Framework for investigating the impact of customer relationship management on customer retention in e-commerce Abbas Keramati Industrial Engineering Department, Faculty of Engineering University

More information

Theoretical Models of Customer Relationship Management in Organizations

Theoretical Models of Customer Relationship Management in Organizations Theoretical Models of Customer Relationship Management in Organizations Ali Feizbakhsh Tavana, Saeed Fili, Alireza Tohidy, Reza Vaghari, Saed Kakouie M.A. Student of Business Management, Islamic Azad University,

More information

STUDYING THE RELATIONSHIP BETWEEN CUSTOMER RELATIONSHIP MANAGEMENT AND RELATIONSHIP MARKETING AT IRAN MELLI BANK OF METROPOLITAN TABRIZ: SPRING 2013

STUDYING THE RELATIONSHIP BETWEEN CUSTOMER RELATIONSHIP MANAGEMENT AND RELATIONSHIP MARKETING AT IRAN MELLI BANK OF METROPOLITAN TABRIZ: SPRING 2013 Indian J.Sci.Res.3 (1): 400-407, 2014 ISSN: 0976-2876 (Print) ISSN: 2250-0138(Online) STUDYING THE RELATIONSHIP BETWEEN CUSTOMER RELATIONSHIP MANAGEMENT AND RELATIONSHIP MARKETING AT IRAN MELLI BANK OF

More information

Chapter 2: Relationship Marketing and the Concept of Customer Value

Chapter 2: Relationship Marketing and the Concept of Customer Value Chapter 2: Relationship Marketing and the Concept of Customer Value Overview Topics discussed: The Link between CRM and Database Marketing, and the Importance of Customer Value Satisfaction-Loyalty-Profit

More information

ijcrb.webs.com INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS NOVEMBER 2013 VOL 5, NO 7 Abstract

ijcrb.webs.com INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS NOVEMBER 2013 VOL 5, NO 7 Abstract Relationship management training to improve the performance of individual public managers in Yazd Seyed Mohammad Reza Madani Department of Public Administration, Science and Research Branch, Islamic Azad

More information

Investigation The Effectiveness Of Customer Relationship Management Factors In Isfahan Tourism And Travel Agencies

Investigation The Effectiveness Of Customer Relationship Management Factors In Isfahan Tourism And Travel Agencies International Journal of Management Academy (2013), 1 (2): 96-101 Received: October 2013 Accepted: November 2013 Copyright 2013 by IJOMA Original Article Investigation The Effectiveness Of Customer Relationship

More information

Mohsen Alizade and * Abbas Talebbeydokhti Department of Management, Yasouj Branch, Islamic Azad University, Yasouj, Iran *Author for Correspondence

Mohsen Alizade and * Abbas Talebbeydokhti Department of Management, Yasouj Branch, Islamic Azad University, Yasouj, Iran *Author for Correspondence MEASURING PERFORMANCE OF GACHSARAN OIL AND GAS EXPLOITATION COMPANY USING BALANCED SCORECARD Mohsen Alizade and * Abbas Talebbeydokhti Department of Management, Yasouj Branch, Islamic Azad University,

More information

THE IMPACT OF CORPORATE SOCIAL RESPONSIBILITY ON CONSUMER SATISFACTION (A CASE STUDY: CAR INDUSTRY IN SHIRAZ)

THE IMPACT OF CORPORATE SOCIAL RESPONSIBILITY ON CONSUMER SATISFACTION (A CASE STUDY: CAR INDUSTRY IN SHIRAZ) ISSN: 0976-2876 (Print) ISSN: 2250-0138(Online) THE IMPACT OF CORPORATE SOCIAL RESPONSIBILITY ON CONSUMER SATISFACTION (A CASE STUDY: CAR INDUSTRY IN SHIRAZ) IMAN AZIZI a1, FATEMEH SAAGHI b AND SALIMEH

More information

THE ROLE OF KNOWLEDGE MANAGEMENT CUSTOMER- ORIENTED APPROACH ON ENHANCING SERVICE QUALITY; CASE STUDY: THREE LARGE PRIVATE HOSPITALS IN SHIRAZ

THE ROLE OF KNOWLEDGE MANAGEMENT CUSTOMER- ORIENTED APPROACH ON ENHANCING SERVICE QUALITY; CASE STUDY: THREE LARGE PRIVATE HOSPITALS IN SHIRAZ THE ROLE OF KNOWLEDGE MANAGEMENT CUSTOMER- ORIENTED APPROACH ON ENHANCING SERVICE QUALITY; CASE STUDY: THREE LARGE PRIVATE HOSPITALS IN SHIRAZ *Seyedeh Elnaz Torbati, Iman Jokar and Elham Liravi Science

More information

THE BALANCED SCORECARD IN A STRATEGY-FOCUSED ORGANIZATION

THE BALANCED SCORECARD IN A STRATEGY-FOCUSED ORGANIZATION THE BALANCED SCORECARD IN A STRATEGY-FOCUSED ORGANIZATION Engineer (economist) Bogza (Cozma) Rodica Maria, PhD The Bucharest Academy of Economic Studies ABSTRACT The power to focus means the power to succeed.

More information

Explaining and Recognizing the Effect of Operational Advantages of Enterprise Resource Planning on Supply Chain Management Capabilities

Explaining and Recognizing the Effect of Operational Advantages of Enterprise Resource Planning on Supply Chain Management Capabilities Explaining and Recognizing the Effect of Operational Advantages of Enterprise Resource Planning on Supply Chain Management Capabilities Dr. Rasoul Shafieeun Department of Management and Accounting, Mobarakeh

More information

MASTER'S THESIS. The impact of CRM on customer retention in electronic banking. Case of Iranian banks. Alireza Nili

MASTER'S THESIS. The impact of CRM on customer retention in electronic banking. Case of Iranian banks. Alireza Nili MASTER'S THESIS The impact of CRM on customer retention in electronic banking Case of Iranian banks Alireza Nili Master of Arts, Master programme Electronic Commerce Luleå University of Technology Department

More information

Keywords: Brand, Brand Equity, Integrated Marketing Communications, Insurance Industry

Keywords: Brand, Brand Equity, Integrated Marketing Communications, Insurance Industry INTEGRATED MARKETING COMMUNICATION AND ITS IMPACT ON THE DEVELOPMENT OF CUSTOMER-BASED BRAND EQUITY IN THE INSURANCE INDUSTRY (CASE STUDY: PASARGAD INSURANCE) Maryam Besharati Fard and *Tayyebeh Farahani

More information

Surveying the Relationship Between Relationship Marketing and Customer Loyalty Case Study: Pasargad Bank in Mazandaran province

Surveying the Relationship Between Relationship Marketing and Customer Loyalty Case Study: Pasargad Bank in Mazandaran province 71 Surveying the Relationship Between Relationship Marketing and Customer Loyalty Case Study: Pasargad Bank in Mazandaran province Seyyedeh Mohaddeseh Seyyednejad, Department of Management, Germi Branch,

More information

EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN STAR HOTELS IN KARNATAKA

EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN STAR HOTELS IN KARNATAKA EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN STAR HOTELS IN KARNATAKA Dr.Ashoka.M.L, Faculty, Department of Post-Graduate Studies and Research in Commerce, University of Mysore, Manasagangotri,

More information

Journal of Science and Today's World

Journal of Science and Today's World Scholar Journal Journal of Science and Today's World 014, volume 3, issue 7, pages: 99-306 Journal home page: http://www.journalsci.com ISSN 3-36X ResearchArticle The evaluation of the effect of internal

More information

The Customer Relationship Management Process

The Customer Relationship Management Process The Customer Relationship Management Process E d u c a t i n g t h e W o r l d s B e s t A i r F o r c e Slide 1 The Supply Chain Management Processes Information Flow Supply Chain Management Processes

More information

Sayed Mahmoud Shabgoo Monsef. Mehdi Fadaei. Department of Business Management, Islamic Azad University, Rasht branch, Rasht, Iran

Sayed Mahmoud Shabgoo Monsef. Mehdi Fadaei. Department of Business Management, Islamic Azad University, Rasht branch, Rasht, Iran THE IMPACT OF ORGANIZATIONAL ETHICAL CLIMATE ON EMPLOYEE PARTICIPATION IN KNOWLEDGE MANAGEMENT PROCESS, IN GUILAN ORGANIZATION OF ECONOMIC AFFAIRS AND FINANCE, AND TAX DEPARTMENT Sayed Mahmoud Shabgoo

More information

The Study of Working Capital Strategies in Life Cycle of Companies

The Study of Working Capital Strategies in Life Cycle of Companies 2013, World of Researches Publication Ac. J. Acco. Eco. Res. Vol. 2, Issue 4, 77-88, 2013 Academic Journal of Accounting and Economic Researches www.worldofresearches.com The Study of Working Capital Strategies

More information

European Journal of Business and Management ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online) Vol.7, No.1, 2015

European Journal of Business and Management ISSN 2222-1905 (Paper) ISSN 2222-2839 (Online) Vol.7, No.1, 2015 ISSN 2222-905 (Paper) ISSN 2222-2839 (Online) Vol.7, No., 205 Impact of Customer Relationship Marketing on Market Performance in Banking Sector A Study on Bank of Ceylon and Hatton National Bank Customers

More information

TAM Analysis of College Students Online Banking Brand Selection Factors

TAM Analysis of College Students Online Banking Brand Selection Factors ISSN(Print): 2377-0082 ISSN(Online): 2377-0163 EQUILIBRIUM, CHAOS, AND CONERGENCE IN DYNAMICAL NETWORK In Press TAM Analysis of College Students Online Banking Brand Selection Factors Jing Xu*, Xue Liu,

More information

Organizational Leadership and the Balanced Scorecard: Lessons to be learned from Marketing Activities in a Nonprofit Setting

Organizational Leadership and the Balanced Scorecard: Lessons to be learned from Marketing Activities in a Nonprofit Setting International Journal of Business and Social Science Vol. 3 No. 15; August 2012 Organizational Leadership and the Balanced Scorecard: Lessons to be learned from Marketing Activities in a Nonprofit Setting

More information

The Relationship between Return on Equity and Investment Opportunities of the Firms Listed in Tehran Stock Exchange

The Relationship between Return on Equity and Investment Opportunities of the Firms Listed in Tehran Stock Exchange Research Journal of Recent Sciences ISSN 2277-252 Res.J.Recent Sci. The Relationship between Return on Equity and Investment Opportunities of the Firms Listed in Tehran Stock Exchange Davood Hassanpoor

More information

Impact of Business Intelligence on Achievement of Competitive Advantage in Branches of Bank Melli Iran in Mazandaran Province

Impact of Business Intelligence on Achievement of Competitive Advantage in Branches of Bank Melli Iran in Mazandaran Province www.ijrls.pharmascope.org Impact of Business Intelligence on Achievement of Competitive Advantage in Branches of Bank Melli Iran in Mazandaran Province Naser Ali Yadolahzade Tabari 1*, Naghme Golbarar

More information