A SURVEY ON SUTDYING THE FACTORS AFFECTING CRM IMPLEMENTATION IN INSURANCE CORPORATES

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SALARZEHI H.; AMIRI Y.

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Paper Information

Journal: PUBLIC MANAGEMENT RESEARCHES Year:2011 | Volume:4 | Issue:12 Page(s): 131-144

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Information Journal Paper

Title

A SURVEY ON SUTDYING THE FACTORS AFFECTING CRM IMPLEMENTATION IN INSURANCE CORPORATES

Author(s)

SALARZEHI H. | AMIRI Y. | Issue Writer Certificate

Keywords

CUSTOMERQ2

CUSTOMER LOYALTYQ2

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)Q2

Abstract

Today the strong relationship with CUSTOMERs is the most important factor in successfulness of any business. Hence, the concept of CUSTOMER relationship management, which means the effort to create and deliver value to CUSTOMERs, has been highly considered. This study seeks to examine the factors affecting CUSTOMER relationship management implementation in Insurance Corporates. To that end, the theoretical framework have been discussed first and after designing research questionnaire whose validity and reliability have been endorsed, data has been gleaned from the population, namely managers and experts of Insurance Corporates in the city of Shiraz. The study concluded that the four factors of key CUSTOMER focus, knowledge management, modern technology and business process organizing affect successful implementation of CUSTOMER relationship. In addition, it was determined that business process organizing needs more attention than other factors.

Cites

INVESTIGATING THE EFFECT OF CUSTOMER SERVICE QUALITY AND CUSTOMER’S KNOWLEDGE OF THE BANK ON CUSTOMER LOYALTY (WITH AN EMPHASIS ON SUBJECTIVE IMAGE, CUSTOMER RELATIONSHIP QUALITY AND SATISFACTION AS MEDIATOR VARIABLES)

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APA: Copy

SALARZEHI, H., & AMIRI, Y.. (2011). A SURVEY ON SUTDYING THE FACTORS AFFECTING CRM IMPLEMENTATION IN INSURANCE CORPORATES. PUBLIC MANAGEMENT RESEARCHES, 4(12), 131-144. SID. https://sid.ir/paper/222070/en

Vancouver: Copy

SALARZEHI H., AMIRI Y.. A SURVEY ON SUTDYING THE FACTORS AFFECTING CRM IMPLEMENTATION IN INSURANCE CORPORATES. PUBLIC MANAGEMENT RESEARCHES[Internet]. 2011;4(12):131-144. Available from: https://sid.ir/paper/222070/en

IEEE: Copy

H. SALARZEHI, and Y. AMIRI, “A SURVEY ON SUTDYING THE FACTORS AFFECTING CRM IMPLEMENTATION IN INSURANCE CORPORATES,” PUBLIC MANAGEMENT RESEARCHES, vol. 4, no. 12, pp. 131–144, 2011, [Online]. Available: https://sid.ir/paper/222070/en

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