IDENTIFYING AND RANKING THE EFFECTIVE FACTORS ON CUSTOMER RELATIONSHIP MANAGEMENT IMPLEMENTATION CAUSE STUDY: TELECOMMUNICATION COMPANY OF SISTAN & BALUCHESTAN

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DAHMARDEH NAZAR; SHAHRAKI ALIREZA; LAKZAEI MAHMOOD

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Journal: Year:2010 | Volume:5 | Issue:11 Page(s): 91-100

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Title

IDENTIFYING AND RANKING THE EFFECTIVE FACTORS ON CUSTOMER RELATIONSHIP MANAGEMENT IMPLEMENTATION CAUSE STUDY: TELECOMMUNICATION COMPANY OF SISTAN & BALUCHESTAN

Author(s)

DAHMARDEH NAZAR | SHAHRAKI ALIREZA | LAKZAEI MAHMOOD | Issue Writer Certificate

Keywords

CUSTOMERQ2

CUSTOMER SATISFACTIONQ2

CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMQ2

Abstract

Paying serious attention to CUSTOMERs is a prerequisite for going concern in today's competitive markets. Through CUSTOMER satisfaction, organizations can reduce their production costs and increase their incomes. CUSTOMER relationship management (CRM) can assist managers and organizations to create constructive relationships with CUSTOMERs as well as to maintain them. Therefore, formulating and implementing an efficient CUSTOMER relationship management is a necessity of today's organizations. In this research, the effective factors (i.e. cultural, technological, strategic, and structural factors) on the process of CRM implementation in Telecommunication Company of Sistan & Baluchestan were identified and ranked. This research is a kind of descriptive-measurable research and its statistical community is the managers and staff of Telecommunication Company of Sistan & Baluchestan. Research hypotheses were investigated by Friedman test and Student t-test. The research results indicated the highest scores were related to the cultural factors and the lowest scores were related to the structural factors in the process of CRM implementation in Telecommunication Company of Sistan & Baluchestan. In order to be successful in the process of CRM implementation, Telecommunication Company of Sistan & Baluchestan should pay serious attention to the structural factors.

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APA: Copy

DAHMARDEH, NAZAR, SHAHRAKI, ALIREZA, & LAKZAEI, MAHMOOD. (2010). IDENTIFYING AND RANKING THE EFFECTIVE FACTORS ON CUSTOMER RELATIONSHIP MANAGEMENT IMPLEMENTATION CAUSE STUDY: TELECOMMUNICATION COMPANY OF SISTAN & BALUCHESTAN. JOURNAL OF INDUSTRIAL MANAGEMENT, 5(11), 91-100. SID. https://sid.ir/paper/171240/en

Vancouver: Copy

DAHMARDEH NAZAR, SHAHRAKI ALIREZA, LAKZAEI MAHMOOD. IDENTIFYING AND RANKING THE EFFECTIVE FACTORS ON CUSTOMER RELATIONSHIP MANAGEMENT IMPLEMENTATION CAUSE STUDY: TELECOMMUNICATION COMPANY OF SISTAN & BALUCHESTAN. JOURNAL OF INDUSTRIAL MANAGEMENT[Internet]. 2010;5(11):91-100. Available from: https://sid.ir/paper/171240/en

IEEE: Copy

NAZAR DAHMARDEH, ALIREZA SHAHRAKI, and MAHMOOD LAKZAEI, “IDENTIFYING AND RANKING THE EFFECTIVE FACTORS ON CUSTOMER RELATIONSHIP MANAGEMENT IMPLEMENTATION CAUSE STUDY: TELECOMMUNICATION COMPANY OF SISTAN & BALUCHESTAN,” JOURNAL OF INDUSTRIAL MANAGEMENT, vol. 5, no. 11, pp. 91–100, 2010, [Online]. Available: https://sid.ir/paper/171240/en

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