Assessment of the Key Success Factors of Customer Relationship Management

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Assessment of the Key Success Factors of Customer Relationship Management"

Transcription

1 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, Islamic Azad University, Guilan, Iran Abstract Undoubtedly, it can be said that customers are the most important asset of most organizations. The customers due to direct relationship with actions of organization are valuable source for opportunities, threats and operational questions related to the industry. For growth and survival in today's competitive economy, companies and organizations must have particular importance to customer and increase communication with buyers of goods more than before. In new business trends, to gain customer satisfaction allocated critical position in business objectives and senior management as well knows their success in achieving business major objectives is depends on customer satisfaction. On the other hand cannot be said all customers are equally involved in the company's success. So to attract key customer satisfaction, will be more sensitive. Keywords: Customer Relationship Management, Key Success Factors, Organizational Strategy. 1. Introduction In today's business environment is characterized by increasing competition, each day war is going to win more customers. No business, including manufacturing, service, and... cannot continue as sustained and success without "satisfied customers". Demands, expectations of consumers increased every day and this process will be accompanied by increasing growth. Due to this reality, the concept of customer relationship management opened solution, which today as a strategy for long-term relationships with customers is considered (Keramati & et al, 2009). Thus, new forms of structural reforms and competition and exchange processes has cause emergence of communication paradigm for creating longterm relationships between customers and suppliers. Part of this relationship is created due to the globalization of trade, the international communications and information technology development, shorter product life cycles and the growing recognition the problem that relationship is related to the retention of customer (Rasooli Poshteh & Bagherinejad, 2010). Undoubtedly, it can be said that customers are the most important asset of most organizations. The customers due to direct relationship with actions of organization are valuable source for opportunities, threats and operational questions related to the industry. For growth and survival in today's competitive economy, companies and organizations must have particular importance to customer and increase communication with buyers of goods more than before. In new business trends, to gain customer satisfaction allocated critical position in business objectives and senior management as well knows their success in achieving business major objectives is depends on customer satisfaction. On the other hand 23

2 cannot be said all customers are equally involved in the company's success. So to attract key customer satisfaction, will be more sensitive (Farhangi et al, 2010). Today's technology for business has brought system that can help to company to customers interaction with companies and information exchange and to allow employees that quickly retrieve all customer data. This paper examines and discusses key success factors of customer relationship management. In first will provide comprehensive definition of CRM, then importance, benefits and factors about it are described. Finally, is presented also conclusions of the discussion. 2. Definitions 2.1. Principles and concepts related to CRM: Customer Relationship Management or CRM is composed of three main parts: customer, relationship and management. Purpose from consumer is final consumer that in valuable relationship has a supporting role. In order to relationship is creation of loyal and profitable customers through relationship learning and management is the process of innovation and leading a customer oriented business and putting the customer at the center of the organization's processes and experience. The term of CRM emerged in the 1990s to today's concept and in the form of business strategy to select and manage the most valuable customer relationships is developed. CRM requires a customer-centric philosophy and culture to support effective process for marketing, sales and service aftersales in organization. Customer-centric culture is based on the simple concept from a relationship between customers and suppliers. This approach looks each customer as an individual with demands, the needs and purchases related to them. By using CRM, customer relationship with the company and their requirements are analyzed. CRM is the process to collecting and integrating information in order to operate effectively and the purposeful from it. This information can be in a relationship with customers, sales, effective marketing, and sensitivity and the needs of the market. Scholars and theorists offer different definitions of customer relationship management that it can be classified in four overall groups with titles: strategy, technology, process and information systems. Some definitions of customer relationship management from view of different theorists as follows: 1. CRM is part of a strategy to identify and satisfy customer and turns them into a repeat customer. Also in line with the company's customer relationship management in order to maximize the value of every customer can help to the company. 2. CRM is set of methodologies, processes, applications and systems that help to Institutions and companies in effective management and organized of the customer relationship. 3. Customer Relationship Management is to establish and maintain private relationships with profitable customers through the appropriate use of information and communication technologies. 24

3 4. Customer relationship management as a process include monitoring the customer (such as their appropriate data collection), management and evaluation of data and ultimately a real advantage information extracted in dealing with them. 5. Customer relationship management is comprehensive business and marketing strategy that integrates process technology and all business activities around the customer. From the above definitions can be concluded that CRM is a business strategy to optimize profitability, revenue and customer satisfaction that is designed based organizing providing services based on customer needs, raising customer satisfaction according to the principles of customer-centric and implementing customer-centered processes Advantages of CRM: Advantages of Customer Relationship System are as follow: To reduce cost of sales To identify and target customers better To reduce marketing costs To increase customer loyalty To increase customer retention To identify trends and patterns of customer use To help the flow of the information correct and true in every place where it is needed Achieving properly understood and applied to assess the effectiveness of marketing activities To attract new customers faster and more efficiently Better understanding of customer wants and needs Changing its products and services according to customer needs To provide conditions of customer returns Understanding and monitoring buyers' choice (Moetameni & Jafari, 2009) Goals of CRM Customer relationship management goals can be stated as follows: Understanding the customer A To collect complete information of customer B - Analysis of customer data C To attract new customers D To improve employee skills E To improve customer relationship management techniques Customer transactions: A - Correct response to customer requests B - Business process integration C To improve management of communication channels D To increase the effectiveness and efficiency of organizational operations E - Providing personalized products and services 25

4 Customer value: A - To improve customer retention B To increase profits C To improve service delivery (service and support) to the customer D To create online virtual environment Customer satisfaction A To improve the quality of customer service B - Relationship with customers (Abbasi & Torkamani, 2010) 2.4 Process of service delivery in customer relationship management: In the first phase of service delivery in customer relationship management, customer database are made based on data and information of customers. Then information collected is analyzed in database based on different techniques. Target customers are selected based on profitability criteria for company. In next step for target customer is designed appropriate mix marketing. Then by using information of previous stages connect with customers and finally, after the implementation of relationship marketing the monitor and evaluate results obtained. Process of service delivery in customer relationship management can showed according to figure (1) (Seyedi & et al, 2009). Creating a database Data Analysis Selecting the customer To target Customer To establish a relationship marketing Control Figure 1: Implementation Process of CRM (Seyedi, et al, 2009) 26

5 Also, the information structure of CRM can be showed in Figure 2: Verbal communication Internet Advertising Telephone marketing Appropriate data classification Combine and insert the data in organization database Analysis of data collected Dissemination of information to the various parts of organization Support Sale Marketing Management Figure 2: the information structure in CRM (Seyedi & et al, 2009) A key success factor in CRM: Key success factors are minimum capacity that the company should have to enter the competition. Because key success factors in CRM can greatly affect performance should be very important by the managers. Since the inception of the key success factors has been created the different views about how define this concept. These views are classified into three categories. A - In first view of the key success factors are defined as factors required for success in the industry. But these factors do not count for competitive advantage in the industry. According to this view, all active firms in an industry to sustain the industry require attention to the key elements. But investing in these factors is not considered a competitive advantage to other competitors and companies to gain competitive advantage should be invest in other factors along with key success factors (Keramati & Nikzad, 2008). B - Many experts believe that companies can by gain and identify good results in their key success factors create competitive advantage for themselves and the other competitors. Some also consider important role for the key success factors in developing competitive strategies and organizational success knows depends on matching internal capabilities with the requirements of the organizational environment. These capabilities know under the "key success factors" (Ibid). C - Meanwhile number of experts believes that there is no such thing as the key success factors in an industry and believed to invest on these factors is false and useless belief. As a 27

6 result, every company should have find way to success and competitive advantage according to their competence and resources (ibid). Generally key success factors describes in influencing of particular manager but since there are different levels of management in any organization. Each of them may have different operating environment than others.it can considered 5 source or 5 key factors in the success of the organization as follows: 1. The industry of organization. 2. A clear understanding of competitors 3. Atmosphere and general conditions of business or organizational environment 4. Problems, barriers, or challenges that organizations are facing it. 5. Layers of management (Hampe and Swatman, 2002). Also other researchers, key success factors in CRM in company strategy can be divided into three categories which are discussed below: Teaching company personnel: company personnel should learn technical and application training courses in the field of engaged with customers to be able to effectively communicate with customers and also have the ability to use new technologies. Review processes and design of new processes: firms without well-designed and logical processes cannot achieve their goals. Companies must define their commercial needs and goals and processes associated with CRM improve and expand to meet these needs. Business process reengineering, or BPR is one of the effective tools in this part. Applying new technologies: CRM implementation requires changes to the infrastructure of the organization and deployment of new technologies, such as new business rules, databases, information technology, etc., these changes will lead to useful and effective changes in the organization (Keramati & Nikzad, 2008). 3. Conclusions Customer Relationship Management is an integrated system that is used for planning, scheduling and controlling of activities before and after the sale and its purpose is to obtain and sustain long-term of customers and valuing for them and also enable customers to interact with businesses and companies through various means such as web, phone, fax, and... receiving services. CRM application programs can be used support the entire customer-oriented processes in organizations of any size and level, including marketing, sales and customer service. In order to maintain competitive power in the market nowadays, all organizations are looking to develop maintain and retain stability, accuracy and timely collection from customer, product, and service during the term of marketing and sales, service, support and product development units that rely on CRM. CRM is part of an organization's strategy to identify customers, attract their satisfaction and turn them into repeat customer. CRM customer relationship management is also in line with the company in order to maximize the value of every customer, helps to the company. The main task of CRM is facilitating customer relationship with the company, without the constraints of time, place and nationality so that the customer feels that is in contact with 28

7 organization that knows him/her and him/her needs to be resolved quickly and with the easiest method of communication. CRM is a marketing strategy that Its purpose is not merely limit to raise the transaction that in fact is to improve profitability cross-sectional, it is trying to achieve unique and integrated view from customer with customer-oriented solutions that increase customer satisfaction and increase company profits in the long term. If improve customer relationship management method, its result is to increase productivity, customer satisfaction and better performance than competitors. However, companies should avoid looking at CRM as a solution to cope with competitive pressures because customer relationship management is plan, which should be seen as a strategy. References Abbasi,M.R;Torkamani,M.(2010). Theoretical models of customer relationship management (CRM), Business Survey, No. 41, pp Farhangi,A.A;Nouri,R;Sfidani,M.R.(2009). Needs of students from relationship management systems with student, Journal of Humanities and Social Sciences, Year VII, No. 27, pp Feinberg J. & N.C.Romano.(2003).ElectronicCustomer Relationship Management-Revising the General Principles ofusability and Resistance - an IntegrativeImplementation FrameWork, BusinessProcess Management Journal, Vol.9,No.5. Hampe J.F & P.Swatman (2002), CustomerRelationship Management, Case Studies offive Swedish, Luella university otechnologies Jarahi,M.H;Ardakani,S;Zareia,M.(2009). The role of information technology in establishing customer relationship management in form of electronic, Journal of growth centers, No. 21, pp Keramati,A;MESHKI,H;SHIRKOUHI,S.(2009). Identifying and prioritizing risk factors in project implementation of customer relationship management, Journal of Business, No. 51, pp Moetameni,A;Jafari,E.(2009). Review of the implementation of customer relationship management in hotel industry, journal of management view, No. 30, pp Rasooli Poshteh,B;Bagheri Nejad,J.(2010). The effect of IT investments on customer satisfaction, Journal of growth centers, pp Seyedi,M;Mousavi,A;Heidari,Sh.(2009). Evaluation of factors affecting performance of customer relationship management and provides a suitable model and new measurements (case study: in the electronics industry), Journal of Educational Management, No. II, pp

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

The Role of Customer Relationship Management System in Performance of New Enterprises (Case Study: Business Organizations)

The Role of Customer Relationship Management System in Performance of New Enterprises (Case Study: Business Organizations) J. Basic. Appl. Sci. Res., 2(1)386-391, 2012 2012, TextRoad Publication ISSN 2090-4304 Journal of Basic and Applied Scientific Research www.textroad.com The Role of Customer Relationship Management System

More information

CONSIDERING CRITICAL FACTORS OF SUCCESS AT IMPLEMENTING CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM AND RANKING THEM

CONSIDERING CRITICAL FACTORS OF SUCCESS AT IMPLEMENTING CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM AND RANKING THEM CONSIDERING CRITICAL FACTORS OF SUCCESS AT IMPLEMENTING CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM AND RANKING THEM *Navid Aboulian Department of IT Management, Islamic Azad University, Science and Researches

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

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

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

CONCEPTUAL FRAMEWORK OF CRM PROCESS IN BANKING SYSTEM

CONCEPTUAL FRAMEWORK OF CRM PROCESS IN BANKING SYSTEM CONCEPTUAL FRAMEWORK OF CRM PROCESS IN BANKING SYSTEM Syede soraya alehojat 1, Ebrahim Chirani 2, Narges Delafrooz 3 1 M.sc of Business Management, Rasht Branch, Islamic Azad University, Iran 2, 3 Department

More information

Offering a Conceptual Model for the Effectiveness of Customer's Knowledge Management in an Organization

Offering a Conceptual Model for the Effectiveness of Customer's Knowledge Management in an Organization Available online at www.behaviorsciences.com Reef Resources Assessment and Management Technical Paper ISSN: 1607-7393 RRAMT 2014- Vol. 40, 2014, 1 Offering a Conceptual Model for the Effectiveness of Customer's

More information

2.1. The Notion of Customer Relationship Management (CRM)

2.1. The Notion of Customer Relationship Management (CRM) Int. J. Innovative Ideas (IJII) www.publishtopublic.com A Review on CRM and CIS: A Service Oriented Approach A Review on CRM and CIS: A Service Oriented Approach Shadi Hajibagheri 1, *, Babak Shirazi 2,

More information

Kuwait Chapter of Arabian Journal of Business and Management Review Vol. 3, No.4; Dec. 2013

Kuwait Chapter of Arabian Journal of Business and Management Review Vol. 3, No.4; Dec. 2013 EFFECTS OF PROCESS ANALYSIS AND SIMULATION TOOLS TO IMPROVE THE PURCHASING PROCESS AND PRACTICE OF TYPICAL INDUSTRIAL Hossein Ebadati 1 *, Seyed Yahya Seyed Danesh 2, Esmail Malek Akhlagh 3 1* -Department

More information

Management Update: The Eight Building Blocks of CRM

Management Update: The Eight Building Blocks of CRM IGG-06252003-01 S. Nelson Article 25 June 2003 Management Update: The Eight Building Blocks of CRM Customer relationship management (CRM) represents the key business strategy that will determine successful

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

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

Marketing Information System in Organizational Processes

Marketing Information System in Organizational Processes Marketing Information System in Organizational Processes Farshad Hosami 1, Kaveh Tahvildari 2,Mehrdad Moradi 3,Ahmadreza Taheri 4, Alireza Hosseini Nasab 5, Nader Khodadadi Lazar Jan 6 1,2,3,4,5 MA student

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

Using Data Mining Techniques to Increase Efficiency of Customer Relationship Management Process

Using Data Mining Techniques to Increase Efficiency of Customer Relationship Management Process Research Journal of Applied Sciences, Engineering and Technology 4(23): 5010-5015, 2012 ISSN: 2040-7467 Maxwell Scientific Organization, 2012 Submitted: February 22, 2012 Accepted: July 02, 2012 Published:

More information

Evaluating the Critical success factors of strategic customer relationship management (SCRM) in textile industry (with Fuzzy Approach)

Evaluating the Critical success factors of strategic customer relationship management (SCRM) in textile industry (with Fuzzy Approach) International Research Journal of Applied and Basic Sciences 2015 Available online at www.irjabs.com ISSN 2251-838X / Vol, 9 (9): 1560-1567 Science Explorer Publications Evaluating the Critical success

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

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

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

Abstract. Shahram Gilaninia 1, Mohammad Taleghani 2, Mohsen Eshghi Mohammadi 3* 2. Statement of Problem

Abstract. Shahram Gilaninia 1, Mohammad Taleghani 2, Mohsen Eshghi Mohammadi 3* 2. Statement of Problem The Impact of Public Relations Performances on Market Share of Firms (Case Study: Power Battery Manufacturing In Isfahan) Shahram Gilaninia 1, Mohammad Taleghani 2, Mohsen Eshghi Mohammadi 3* 1,2 Associate

More information

Journal of Renewable Natural Resources Bhutan ISSN: 1608-4330

Journal of Renewable Natural Resources Bhutan ISSN: 1608-4330 Journal of Renewable Natural Resources Bhutan ISSN: 16084330 Evaluation of Association between Customer Relationship Management and Efficient Relationship Marketing using the Balanced Scorecard (Case Study:

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

J. Appl. Environ. Biol. Sci., 4(6)204-214, 2014. 2014, TextRoad Publication

J. Appl. Environ. Biol. Sci., 4(6)204-214, 2014. 2014, TextRoad Publication 2014, TextRoad Publication ISSN: 2090-4274 Journal of Applied Environmental and Biological Sciences www.textroad.com A Review of Electronic Customer Relationship Management Process and Its Impact on the

More information

Presentation of a Framework for Implementing Knowledge Management in Supply Chain

Presentation of a Framework for Implementing Knowledge Management in Supply Chain Presentation of a Framework for Implementing Knowledge Management in Supply Chain HamedMellatdoust 1, OmidZolfaghari 2, MojtabaMansouri 3, Ali Bahramnezhad 4 1234-MA Students of MBA, Islamic Azad University,

More information

Review and analyzing of the relationships between marketing, customer relationship management and customer satisfaction

Review and analyzing of the relationships between marketing, customer relationship management and customer satisfaction International Journal of Management and Humanity Sciences. Vol., 3 (4), 1692-1696, 2014 Available online at http://www.ijmhsjournal.com ISSN 2322-424X 2014 Review and analyzing of the relationships between

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

The Influence of Customer Relationship Management in Service Sector: A Literature Review

The Influence of Customer Relationship Management in Service Sector: A Literature Review Business Dimensions, Vol. 2(4), 127-131, April 2015 (An International Journal of Research & Innovation), www.business-dimensions.org ISSN 2348-2737 (Print) ISSN 2348-2745 (Online) The Influence of Customer

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

Evaluation of performance and efficiency of the CRM

Evaluation of performance and efficiency of the CRM (Volume 5, Issue 1/ 2013 ), pp. 144 Evaluation of performance and efficiency of the CRM Renáta Miklenčičová 1, Bronislava Čapkovičová 2 1, 2 University of Cyril and Methodius in Trnava, Faculty of Mass

More information

The Effect of Internal Marketing on Employees' Customer Orientation in Social Security Organization of Gilan

The Effect of Internal Marketing on Employees' Customer Orientation in Social Security Organization of Gilan The Effect of Internal Marketing on Employees' Customer Orientation in Social Security Organization of Gilan Dr. Shahram Gilaninia 1. Dr. Bijan Shafiei 2. Rashid Shadab 3 1. Department of Industrial Management,

More information

CUSTOMER RELATIONSHIP MANAGEMENT IN THE INDIAN BANKING SECTOR: A COMPETITIVE TOOL

CUSTOMER RELATIONSHIP MANAGEMENT IN THE INDIAN BANKING SECTOR: A COMPETITIVE TOOL CUSTOMER RELATIONSHIP MANAGEMENT IN THE INDIAN BANKING SECTOR: Jasmer Singh A COMPETITIVE TOOL Abstract: It is said that CRM is not a product or service, it is an overall business strategy that enables

More information

UNIVERSITY OF GHANA (All rights reserved) UGBS SECOND SEMESTER EXAMINATIONS: 2013/2014. BSc, MAY 2014

UNIVERSITY OF GHANA (All rights reserved) UGBS SECOND SEMESTER EXAMINATIONS: 2013/2014. BSc, MAY 2014 UNIVERSITY OF GHANA (All rights reserved) UGBS SECOND SEMESTER EXAMINATIONS: 2013/2014 BSc, MAY 2014 ECCM 302: CUSTOMER RELATIONSHIP MANAGEMENT (3 CREDITS) TIME ALLOWED: 3HRS IMPORTANT: 1. Please read

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

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

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

*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

Electronic Customer Relationship Management: Opportunities and Challenges of Digital World

Electronic Customer Relationship Management: Opportunities and Challenges of Digital World Electronic Customer Relationship Management: Opportunities and Challenges of Digital World Hamid Sadeghi Rad 1 Dean of Tax Applied Sciences University, Mashhad, Iran Mojtaba Ghorabi Department of Management,

More information

Advanced Social Humanities and Management 2(3) 2015:114-121 www.ashm-journal.com

Advanced Social Humanities and Management 2(3) 2015:114-121 www.ashm-journal.com Review of the key success factors and implementation of customer relationship management in the field of commerce and marketing Case study: Golrang Company Masoomeh Kord Alipoor Department of Management

More information

RJSS. Correlation between Quality of Work Life and Change Management of Sports Clubs of City of Tabriz. Kazem Zare 1, 2, Hamid Janani 1, 2*

RJSS. Correlation between Quality of Work Life and Change Management of Sports Clubs of City of Tabriz. Kazem Zare 1, 2, Hamid Janani 1, 2* Correlation between Quality of Work Life and Change Management of Sports Clubs of City of Tabriz Kazem Zare 1, 2, Hamid Janani 1, 2* RJSS RESEARCH JOURNAL OF Vol 3 (2): 45-50 http://www.rjssjournal.com

More information

Enhanced Boosted Trees Technique for Customer Churn Prediction Model

Enhanced Boosted Trees Technique for Customer Churn Prediction Model IOSR Journal of Engineering (IOSRJEN) ISSN (e): 2250-3021, ISSN (p): 2278-8719 Vol. 04, Issue 03 (March. 2014), V5 PP 41-45 www.iosrjen.org Enhanced Boosted Trees Technique for Customer Churn Prediction

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

The Role of Management Information Systems (MIS) in Decision-Making and Problems of its Implementation

The Role of Management Information Systems (MIS) in Decision-Making and Problems of its Implementation The Role of Management Information Systems (MIS) in Decision-Making and Problems of its Implementation Arash Heidarkhani, Afshin Azad khomami, Qmars Jahanbazi, Hamed Alipoor MA student of business management

More information

US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS

US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS Whitepaper Eagle Creek Software Services March 2015 Introduction CRM services are shifting from a focus on point solution

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

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

Investigating Customer Satisfaction Factors in a Customized Software Development Company

Investigating Customer Satisfaction Factors in a Customized Software Development Company Investigating Customer Satisfaction Factors in a Customized Software Development Company Seyed Hossein Siadat 1, Hamideh Moradi Amani 2, Mohammad Reza Yazdanparast 2 1. Assistant Professor, Group of Information

More information

API JOURNAL OF APPLIED RESEARCH

API JOURNAL OF APPLIED RESEARCH Volume: Volume: 01 01 Issue: Issue: 01 01 ISSN ISSN 2394-5419 2394-5419 November, November, 2014 2014 style.css Online International & Refereed API JOURNAL OF APPLIED RESEARCH 7 CRM IN BANKING SERVICES

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

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

Increasing the Efficiency of Customer Relationship Management Process using Data Mining Techniques

Increasing the Efficiency of Customer Relationship Management Process using Data Mining Techniques Increasing the Efficiency of Customer Relationship Management Process using Data Mining Techniques P.V.D PRASAD Lead Functional Consultant, JMR InfoTech, Sigma Soft Tech Park Whitefield, Bangalore 560066

More information

excellence in customer management global survey of financial services executives Consulting, IT & Outsourcing Professional Services

excellence in customer management global survey of financial services executives Consulting, IT & Outsourcing Professional Services excellence in customer management global survey of financial services executives Consulting, IT & Outsourcing Professional Services commercial management using costumers as a growth factor and a differential

More information

Factorial Analysis of Customer Relationship Management In Bangladesh *

Factorial Analysis of Customer Relationship Management In Bangladesh * Proceedings of the 8 th International Conference on Applied Informatics Eger, Hungary, January 27 30, 2010. Vol. 2. pp. 83 91. Factorial Analysis of Customer Relationship Management In Bangladesh * Nazmul

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

ASSESSMENT OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM OF RED CRESCENT IN TEXTILE COMPANY USING AHP APPROACH

ASSESSMENT OF CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM OF RED CRESCENT IN TEXTILE COMPANY USING AHP APPROACH ASSESSMENT OF CUSTOMER SHIP MANAGEMENT SYSTEM OF RED CRESCENT IN TEXTILE COMPANY USING AHP APPROACH Majid Matani 1, Mohammad Reza Motadel 1 1 Department of Administration Management, Central Tehran Branch,

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

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

Electronic Customer Relationship Management and Its Implementation in Business Organizations

Electronic Customer Relationship Management and Its Implementation in Business Organizations Abstract Electronic Customer Relationship Management and Its Implementation in Business Organizations Ali Feizbakhsh Tavana, Behnam Bakiyan, Hadi Farjam, Mohamad Karami, Sirus Ostovari M.A. Student of

More information

Epistemologia. Check-mail marketing software and e-commerce customer behavior. Available online at www.epistemologia-journal.com ISSN: 0392-9760

Epistemologia. Check-mail marketing software and e-commerce customer behavior. Available online at www.epistemologia-journal.com ISSN: 0392-9760 Epistemologia Available online at ISSN: 0392-9760 Vol.11, Issue.01, Page: 56-60 (2014) Check-mail marketing software and e-commerce customer behavior Reza ijadi 1, ahmad sanaei 2 1 Professor Of Persian

More information

Review the Relationship between Electronic Customer Management on Customer Oriented (Case Study: Shahr Bank Branches in First Region in Tehran)

Review the Relationship between Electronic Customer Management on Customer Oriented (Case Study: Shahr Bank Branches in First Region in Tehran) Review the Relationship between Electronic Customer Management on Customer Oriented (Case Study: Shahr Bank Branches in First Region in Tehran) Hojjat Soheyli Rad* *University Saba College of Higher Education

More information

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet

More information

ISSN: 2321-7782 (Online) Volume 3, Issue 7, July 2015 International Journal of Advance Research in Computer Science and Management Studies

ISSN: 2321-7782 (Online) Volume 3, Issue 7, July 2015 International Journal of Advance Research in Computer Science and Management Studies ISSN: 2321-7782 (Online) Volume 3, Issue 7, July 2015 International Journal of Advance Research in Computer Science and Management Studies Research Article / Survey Paper / Case Study Available online

More information

PLANNING FOR SUCCESS WITH CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM (CRM) IMPLEMENTATIONS

PLANNING FOR SUCCESS WITH CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM (CRM) IMPLEMENTATIONS PLANNING FOR SUCCESS WITH CUSTOMER RELATIONSHIP MAGEMENT SYSTEM (CRM) IMPLEMENTATIONS Mahesh S. Raisinghani, Associate Professor IS & Global, Texas Woman s University, School of Management, Denton, TX

More information

Continuous Customer Dialogues

Continuous Customer Dialogues Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4

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

E-Commerce: a Theoretical Approachan Overview of the Research Conducted in Iran

E-Commerce: a Theoretical Approachan Overview of the Research Conducted in Iran E-Commerce: a Theoretical Approachan Overview of the Research Conducted in Iran Mahsa Ghiasmand 1,Mohammad Manochehri pour 2, Latifeh Majlesi 3,Farimah Saber 4, Ali Hariri 5,Mohammad Pourkhaef 6 123456-MA

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

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

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

INTERPRETATION OF SERVICE- ORIENTED ARCHITECTURE (SOA) WITH ORGANIZATIONAL STRATEGIC PLANNING

INTERPRETATION OF SERVICE- ORIENTED ARCHITECTURE (SOA) WITH ORGANIZATIONAL STRATEGIC PLANNING ISSN: 0976-2876 (Print) ISSN: 2250-0138(Online) INTERPRETATION OF SERVICE- ORIENTED ARCHITECTURE (SOA) WITH ORGANIZATIONAL STRATEGIC PLANNING MOHAMMAD GHASEMI a1 AND HAMIDREZA OVEISI KEIKHA b a Assistant

More information

Marketing Concept. The Marketing Concept

Marketing Concept. The Marketing Concept Marketing Concept Ted Mitchell is a philosophy of business competition. We need to know what it is, what it assumes, and what it implies. What is it? holds that the key to achieving organizational goals

More information

Discuss ways to improve economic growth Small business Using Customer Relationship Management (CRM)

Discuss ways to improve economic growth Small business Using Customer Relationship Management (CRM) Discuss ways to improve economic growth Small business Using Customer Relationship Management (CRM) Abouzar Mahdi Nakhaei, Ebrahim Azizi Abstract Undoubtedly, we can say that our customers are the most

More information

A Study on Customer Relationship Management Practices in Selected Private Sector Banks with Reference to Coimbatore District

A Study on Customer Relationship Management Practices in Selected Private Sector Banks with Reference to Coimbatore District A Study on Customer Relationship Management Practices in Selected Private Sector Banks with Reference to Coimbatore District Dr. H. Balakrishnan* & R. Krishnaveni** *Principal & Secretary, S.N.R Sons College,

More information

PEOPLE INVOLVEMENT AND THEIR COMPETENCE IN QUALITY MANAGEMENT SYSTEMS * Jarmila ŠALGOVIČOVÁ, Matej BÍLÝ

PEOPLE INVOLVEMENT AND THEIR COMPETENCE IN QUALITY MANAGEMENT SYSTEMS * Jarmila ŠALGOVIČOVÁ, Matej BÍLÝ PEOPLE INVOLVEMENT AND THEIR COMPETENCE IN QUALITY MANAGEMENT SYSTEMS * Jarmila ŠALGOVIČOVÁ, Matej BÍLÝ Authors: Workplace: Assoc. Prof. Jarmila Šalgovičová, PhD., Prof. Matej Bílý, DrSC.* Institute of

More information

Customer Relationship Management and Privacy

Customer Relationship Management and Privacy 112 Customer Relationship Management and Privacy Zhiwei Sun Department of Information Science and Technology Tianjin University of Finance & Economics Tianjin 300222, China E-mail: sunzhiwei_0@163.com

More information

Eight Leadership Principles for a Winning Organization. Principle 1 Customer Focus

Eight Leadership Principles for a Winning Organization. Principle 1 Customer Focus Eight Leadership Principles for a Winning Organization Leading and operating an organization successfully requires managing it in a systematic and visible manner. Success should result from implementing

More information

Uncertain Supply Chain Management

Uncertain Supply Chain Management Uncertain Supply Chain Management 4 (2016) ** ** Contents lists available at GrowingScience Uncertain Supply Chain Management homepage: www.growingscience.com/uscm An investigation into the determinants

More information

e-crm: Latest Paradigm in the world of CRM

e-crm: Latest Paradigm in the world of CRM e-crm: Latest Paradigm in the world of CRM Leny Michael (Research Scholar, Bharathiyar University, Coimbatore) Assistnat Professor Caarmel Engineering College Koonamkara Post, Perunad ranni-689711 Mobile

More information

TYPES OF MARKETING RESEARCH AND THE USE OF IT

TYPES OF MARKETING RESEARCH AND THE USE OF IT TYPES OF MARKETING RESEARCH AND THE USE OF IT Leila Haghshenas 1,Afshin Abedi 2,Esmail Ghorbani 3, Abbas Kamali 4, Mohammadnaser Harooni 5 12345 MA Students of Business Management Islamic Azad University,

More information

E-procurement marketing efforts with the help of customer relationship management philosophy

E-procurement marketing efforts with the help of customer relationship management philosophy E-procurement marketing efforts with the help of customer relationship management philosophy F. Yildirim Okan University, Turkiye, Okan University UBYO 34959 Tuzla/ Istanbul Turkiye fazli.yildirim@okan.edu.tr

More information

A Study on CRM and Its Customer Segmentation Outsourcing Approach for Small and Medium Businesses

A Study on CRM and Its Customer Segmentation Outsourcing Approach for Small and Medium Businesses A Study on CRM and Its Segmentation Outsourcing Approach for Small and Medium Businesses Feng Qian Institute of Management Science & Information Engineering, Hangzhou Dianzi University, Hangzhou 310018,

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

Application of Knowledge Management in Customer Relationship Management Processes

Application of Knowledge Management in Customer Relationship Management Processes Research Journal of Applied Sciences, Engineering and Technology 4(12): 1762-1766, 2012 ISSN: 2040-7467 Maxwell Scientific Organization, 2012 Submitted: January 19, 2012 Accepted: February 17, 2012 Published:

More information

Analysis of the Precision Marketing Technological System on CRM

Analysis of the Precision Marketing Technological System on CRM Analysis of the Precision Marketing Technological System on CRM LI Zhihong 1, LIANG Dong 2 1, 2. Business School, Jianghan University, Wuhan, Hubei, China 1, 2. Key Research Institute of Strategies and

More information

Knowledge Management in Delivering Customer Oriented Services in Public Sector

Knowledge Management in Delivering Customer Oriented Services in Public Sector Knowledge Management in Delivering Customer Oriented Services in Public Sector Sanda Zaharova 1, Kristine Zelmene 2 1 Riga Technical University sanda.zaharova@lv.ey.com 2 Riga Technical University kristine.zelmene@lv.ey.com

More information

Audi's Three Steps to a Winning CRM Strategy

Audi's Three Steps to a Winning CRM Strategy Case Studies, E. Thompson, A. Bona Research Note 14 January 2004 Audi's Three Steps to a Winning CRM Strategy This case study shows how Audi takes reactive, proactive and selective approaches to customer

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

Does customer relationship management matter in the banking system? the case of Iran

Does customer relationship management matter in the banking system? the case of Iran MPRA Munich Personal RePEc Archive Does customer relationship management matter in the banking system? the case of Iran Omid Dehghan Nejad Eastern Mediterranean University 5. June 2011 Online at http://mpra.ub.uni-muenchen.de/31478/

More information

Customer Relationship Management based on Increasing Customer Satisfaction

Customer Relationship Management based on Increasing Customer Satisfaction International Journal of Business and Social Science Vol. 5, No. 5; April 2014 Customer Relationship Management based on Increasing Customer Satisfaction Fangfang Tao Management School Shanghai University

More information

DECEMBER 2012 VOL 4, NO 8

DECEMBER 2012 VOL 4, NO 8 Electronic Insurance and its application in e-commerce 1 Leila Meshkat, 2 Fatemeh Farkhondehnia, 3 Zahra Bagheri, 4 Omidreza Alihoseini, 5 Sahar Sanayeimatak, 6 Mehryar Esmaeili, 7 Mahammad Mostafalo,

More information

Survey impact of emotional intelligent on CRM in insurance company in sannandaj city

Survey impact of emotional intelligent on CRM in insurance company in sannandaj city Survey impact of emotional intelligent on CRM in insurance company in sannandaj city Ali Taheri Master of management of Islamic Azad University, Sanandaj Branch, Iran Mansor Khaksar Assistant Professor

More information

BUILDING CUSTOMER LOYALTY AS THE BASIS FOR THE STABILIZATION OF RELATIONSHIPS IN THE SUPPLY CHAIN. BRANSKA Lenka, PECINOVA Zuzana, LOSTAKOVA Hana

BUILDING CUSTOMER LOYALTY AS THE BASIS FOR THE STABILIZATION OF RELATIONSHIPS IN THE SUPPLY CHAIN. BRANSKA Lenka, PECINOVA Zuzana, LOSTAKOVA Hana BUILDING CUSTOMER LOYALTY AS THE BASIS FOR THE STABILIZATION OF RELATIONSHIPS IN THE SUPPLY CHAIN BRANSKA Lenka, PECINOVA Zuzana, LOSTAKOVA Hana University of Pardubice, Faculty of Chemical Technology,

More information

The Importance of Integrative Components in the Field of e-business and Information Systems

The Importance of Integrative Components in the Field of e-business and Information Systems Jelica Trninić Jovica Đurković The Importance of Integrative Components in the Field of e-business and Information Systems Article Info:, Vol. 3 (2008), No. 1, pp. 023-028 Received 12 Januar 2008 Accepted

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

American International Journal of Research in Humanities, Arts and Social Sciences

American International Journal of Research in Humanities, Arts and Social Sciences American International Journal of Research in Humanities, Arts and Social Sciences Available online at http://www.iasir.net ISSN (Print): 2328-3734, ISSN (Online): 2328-3696, ISSN (CD-ROM): 2328-3688 AIJRHASS

More information

Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan)

Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan) Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan) Dr. Tauseef Ahmad Jai Narain Vays University Department of accounting Dr. Omar A.A. Jawabreh Department of Tourism and Hotels

More information

Improving customer relationships

Improving customer relationships White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.

More information

Part VIII: ecrm (Customer Relationship Management)

Part VIII: ecrm (Customer Relationship Management) Part VIII: ecrm (Customer Relationship Management) Learning Targets What are the objectives of CRM? How can we achieve customer acquisition and loyalty? What is the customer buying cycle? How does the

More information

SAP CUSTOMER RELATIONSHIP MANAGEMENT. Solution Overview

SAP CUSTOMER RELATIONSHIP MANAGEMENT. Solution Overview Solution Overview SAP CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER RELATIONSHIP MANAGEMENT AS A BUSINESS STRATEGY IS CHANGING 2 With SAP CRM, we optimized our sales resources, reduced administrative costs,

More information

Brand Loyalty in Insurance Companies

Brand Loyalty in Insurance Companies Journal of Economic Development, Management, IT, Finance and Marketing, 4(1), 12-26, March 2012 12 Brand Loyalty in Insurance Companies Sancharan Roy, (B.E., MBA) Assistant Professor, St. Joseph's College

More information