DEVELOPING A COMPREHENSIVE FRAMEWORK FOR CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM EVALUATION: A CASE STUDY OF POWER INDUSTRY

Q: How can I download an article?

To download an article from SID, first log in to the site, search for the article title, and click on the 'Download Article' option.

Q: How can I download an ISI article?

To download an ISI article on SID, enter the keyword or article title in the search bar, view the relevant results, click on the desired article, and select the 'Download Article' option.

Q: How can I access the SID database?

To access the SID database, visit SID.ir, create an account, and log in to access scientific resources.

Q: Is downloading articles from SID free?

Some articles on SID are available for free, while others require payment. Details are specified on the article's page.

AKHAVAN PEYMAN; DEHGHAN BANADAKI MAJID; FARJAM HADI

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Journal Paper

Paper Information

Journal: Journal of Improvement management Year:2011 | Volume:5 | Issue:1 (12) Page(s): 121-136

Download Full-Text

Persian Verion

View:

2,009

Download:

Cites:

Information Journal Paper

Title

DEVELOPING A COMPREHENSIVE FRAMEWORK FOR CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM EVALUATION: A CASE STUDY OF POWER INDUSTRY

Author(s)

AKHAVAN PEYMAN | DEHGHAN BANADAKI MAJID | FARJAM HADI | Issue Writer Certificate

Keywords

CUSTOMER RELATIONSHIP MANAGEMENTQ2

CRMQ2

RADAR LOGICQ2

EVALUATIONQ2

BEING CUSTOMER ORIENTEDQ3

Abstract

This research reviews the key factors affecting the concept of CUSTOMER RELATIONSHIP MANAGEMENT, and develops a comprehensive model for CRM deployment and EVALUATION. The related factors were grouped in 10 Criteria and the proposed framework was called IA-CRM. CRM Strategy, customer distinction, human resources, CRM processes management, interaction management, CRM information, CRM systems and infrastructures, are the enablers. The performance results of CRM, the perception results of CRM and CRM key results, comprise the results axis. The proposed framework has some more advantages and capabilities in comparison to the other similar methods including “the existence of three feedback mechanisms, development of criteria using “information technology enterprise architecture” capabilities, taking customer knowledge management into consideration in criteria interactions and in sub-criteria and guidelines definition”. Using the proposed framework and RADAR LOGIC, a service organization in power industry was assessed. Results suggested that CRM has not been taken into account as a strategic tool; therefore, CRM strategies and approaches of activities have not been codified properly.

Cites

No record.

References

No record.

Cite

APA: Copy

AKHAVAN, PEYMAN, DEHGHAN BANADAKI, MAJID, & FARJAM, HADI. (2011). DEVELOPING A COMPREHENSIVE FRAMEWORK FOR CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM EVALUATION: A CASE STUDY OF POWER INDUSTRY. BEHBOOD MODIRIAT, 5(1 (12)), 121-136. SID. https://sid.ir/paper/220596/en

Vancouver: Copy

AKHAVAN PEYMAN, DEHGHAN BANADAKI MAJID, FARJAM HADI. DEVELOPING A COMPREHENSIVE FRAMEWORK FOR CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM EVALUATION: A CASE STUDY OF POWER INDUSTRY. BEHBOOD MODIRIAT[Internet]. 2011;5(1 (12)):121-136. Available from: https://sid.ir/paper/220596/en

IEEE: Copy

PEYMAN AKHAVAN, MAJID DEHGHAN BANADAKI, and HADI FARJAM, “DEVELOPING A COMPREHENSIVE FRAMEWORK FOR CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM EVALUATION: A CASE STUDY OF POWER INDUSTRY,” BEHBOOD MODIRIAT, vol. 5, no. 1 (12), pp. 121–136, 2011, [Online]. Available: https://sid.ir/paper/220596/en

Related Journal Papers