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

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AKHAVAN PEYMAN; DEHGHAN BANADAKI MAJID; FARJAM HADI

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

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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.

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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

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