DocumentCode :
564056
Title :
Decision on weak and strength points of CRM
Author :
Soeini, Reza Allahyari ; Jafari, Behzad ; Keshavarz, Rouzbeh ; Ganjdanesh, Amin ; Abdollahzadeh, Mohammadreza
fYear :
2011
fDate :
Nov. 29 2011-Dec. 1 2011
Firstpage :
112
Lastpage :
120
Abstract :
Customer relationship management (CRM) has lots of advantages like improve of customer satisfaction rate, value creation for customers and increase of customer loyalty for businesses. Therefore, lots of companies have launched this system to reach its advantages. Many reports have issued recently by research institutes revealing high defeat rate of CRM projects that shows unsuccessfulness of many companies in reaching advantages of CRM implementation. This research aims to expand a CRM performance measuring framework to be able to determine weak and strength points of CRM and do essential reforms to improve the weak ones. Improvement of these weak points helps to decrease probability of CRM defeat. Thus, the evaluating framework first introduces factors effective on performance and then evaluates these factors via introducing a scoring system in further steps. The truthfulness of this framework has been investigated through a CRM performance measurement of an active governmental company.
Keywords :
customer satisfaction; probability; value engineering; CRM performance measuring framework; CRM projects; CRM strength points; CRM weak points; customer loyalty; customer relationship management; customer satisfaction rate; governmental company; scoring system; value creation;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Advanced Information Management and Service (ICIPM), 2011 7th International Conference on
Conference_Location :
Jeju
Print_ISBN :
978-1-4577-0471-0
Type :
conf
Filename :
6222132
Link To Document :
بازگشت