PRIORITIZATION RISK OF CUSTOMER RELATIONSHIP MANAGEMENT PROJECTS USING A COMBINATION OF FUZZY MULTI-CRITERIA DECISION MAKING TECHNIQUES

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ESMAEILPOUR R.; MOTAGHI SOKACHAEI M.; GHOLIZADE M.H.

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Journal: Journal of Operational Research in its Applications Year:2015 | Volume:12 | Issue:1 (44) Page(s): 49-60

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Title

PRIORITIZATION RISK OF CUSTOMER RELATIONSHIP MANAGEMENT PROJECTS USING A COMBINATION OF FUZZY MULTI-CRITERIA DECISION MAKING TECHNIQUES

Author(s)

ESMAEILPOUR R. | MOTAGHI SOKACHAEI M. | GHOLIZADE M.H. | Issue Writer Certificate

Keywords

PRIORITIZATIONQ2

RISKQ1

CUSTOMER RELATIONSHIP MANAGEMENTQ2

BANKING INDUSTRY’SQ2

Abstract

Today’s competitive pressures and customer recruitment costs are increasing for organizations, building personal relationship with customers, an opportunity to differentiate from competitors. CUSTOMER RELATIONSHIP MANAGEMENT enables organizations through understanding customer and preferences, make long-term profitable relationships with customers as key to profitability in today’s dynamic market. Besides the advantage of CUSTOMER RELATIONSHIP MANAGEMENT, its RISKs should not be ignored. The purpose of this study is to identify the RISKs of CUSTOMER RELATIONSHIP MANAGEMENT projects at the sader bank branches in Rasht and determine the significance of these RISKs. In this regard, CUSTOMER RELATIONSHIP MANAGEMENT RISKs have first been recognized using library studies; those indexes then have been localized using localizing questionnaires. And with putting the RISKs in the most relevant category, a proposed hierarchy structure has been introduced for the RISK priority. Finally, because of the plurality nature of these indices, F AHP has been used for the rank criteria and to prioritize, CUSTOMER RELATIONSHIP MANAGEMENT RISKs in the banking industry has been FVIKOR. The results demonstrated the importance of the different RISKs associated with each category that can assist managers in decision making for management of these RISKs.

Cites

TO PROVIDE RISK ANALYSIS APPROACH OF KNOWLEDGE-BASED FIRM PROJECT BY MEANS OF ANP-RFMEA TECHNIQUE

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APA: Copy

ESMAEILPOUR, R., MOTAGHI SOKACHAEI, M., & GHOLIZADE, M.H.. (2015). PRIORITIZATION RISK OF CUSTOMER RELATIONSHIP MANAGEMENT PROJECTS USING A COMBINATION OF FUZZY MULTI-CRITERIA DECISION MAKING TECHNIQUES. JOURNAL OF OPERATIONAL RESEARCH AND ITS APPLICATIONS (JOURNAL OF APPLIED MATHEMATICS), 12(1 (44)), 49-60. SID. https://sid.ir/paper/164415/en

Vancouver: Copy

ESMAEILPOUR R., MOTAGHI SOKACHAEI M., GHOLIZADE M.H.. PRIORITIZATION RISK OF CUSTOMER RELATIONSHIP MANAGEMENT PROJECTS USING A COMBINATION OF FUZZY MULTI-CRITERIA DECISION MAKING TECHNIQUES. JOURNAL OF OPERATIONAL RESEARCH AND ITS APPLICATIONS (JOURNAL OF APPLIED MATHEMATICS)[Internet]. 2015;12(1 (44)):49-60. Available from: https://sid.ir/paper/164415/en

IEEE: Copy

R. ESMAEILPOUR, M. MOTAGHI SOKACHAEI, and M.H. GHOLIZADE, “PRIORITIZATION RISK OF CUSTOMER RELATIONSHIP MANAGEMENT PROJECTS USING A COMBINATION OF FUZZY MULTI-CRITERIA DECISION MAKING TECHNIQUES,” JOURNAL OF OPERATIONAL RESEARCH AND ITS APPLICATIONS (JOURNAL OF APPLIED MATHEMATICS), vol. 12, no. 1 (44), pp. 49–60, 2015, [Online]. Available: https://sid.ir/paper/164415/en

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