Developing a comprehensive framework for Customer Relationship Management System evaluation: A Case Study of Power Industry
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, hum...
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| Format: | Article |
| Language: | fas |
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Defence Industries Training and Research Institute
2011-06-01
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| Series: | بهبود مدیریت |
| Subjects: | |
| Online Access: | https://www.behboodmodiriat.ir/article_42765_1ac5166648e52d9762caf2f990070a92.pdf |
| _version_ | 1811158299256553472 |
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| author | Peyman Akhavan Majid Dehghan Banadaky Hadi Farjam |
| author_facet | Peyman Akhavan Majid Dehghan Banadaky Hadi Farjam |
| author_sort | Peyman Akhavan |
| collection | DOAJ |
| description | 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 advantag. es 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. |
| first_indexed | 2024-04-10T05:21:05Z |
| format | Article |
| id | doaj.art-2a65cde89b564eeab7fb33ceb0d87b2f |
| institution | Directory Open Access Journal |
| issn | 2251-8991 2783-090X |
| language | fas |
| last_indexed | 2024-04-10T05:21:05Z |
| publishDate | 2011-06-01 |
| publisher | Defence Industries Training and Research Institute |
| record_format | Article |
| series | بهبود مدیریت |
| spelling | doaj.art-2a65cde89b564eeab7fb33ceb0d87b2f2023-03-08T07:16:16ZfasDefence Industries Training and Research Instituteبهبود مدیریت2251-89912783-090X2011-06-015212113642765Developing a comprehensive framework for Customer Relationship Management System evaluation: A Case Study of Power IndustryPeyman Akhavan0Majid Dehghan Banadaky1Hadi Farjam2Assistant Professor, Faculty of Management and Industrial Engineering, Malek Ashtar University of Technology, Tehran, Iran.MSc student of Industrial Engineering, Payame Noor University, Tehran, Iran.PhD in Strategic Management, Supreme National Defense University, Tehran, Iran.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 advantag. es 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.https://www.behboodmodiriat.ir/article_42765_1ac5166648e52d9762caf2f990070a92.pdfcustomer relationship managementcrmradar logicevaluationbeing customer oriented |
| spellingShingle | Peyman Akhavan Majid Dehghan Banadaky Hadi Farjam Developing a comprehensive framework for Customer Relationship Management System evaluation: A Case Study of Power Industry بهبود مدیریت customer relationship management crm radar logic evaluation being customer oriented |
| title | Developing a comprehensive framework for Customer Relationship Management System evaluation: A Case Study of Power Industry |
| title_full | Developing a comprehensive framework for Customer Relationship Management System evaluation: A Case Study of Power Industry |
| title_fullStr | Developing a comprehensive framework for Customer Relationship Management System evaluation: A Case Study of Power Industry |
| title_full_unstemmed | Developing a comprehensive framework for Customer Relationship Management System evaluation: A Case Study of Power Industry |
| title_short | Developing a comprehensive framework for Customer Relationship Management System evaluation: A Case Study of Power Industry |
| title_sort | developing a comprehensive framework for customer relationship management system evaluation a case study of power industry |
| topic | customer relationship management crm radar logic evaluation being customer oriented |
| url | https://www.behboodmodiriat.ir/article_42765_1ac5166648e52d9762caf2f990070a92.pdf |
| work_keys_str_mv | AT peymanakhavan developingacomprehensiveframeworkforcustomerrelationshipmanagementsystemevaluationacasestudyofpowerindustry AT majiddehghanbanadaky developingacomprehensiveframeworkforcustomerrelationshipmanagementsystemevaluationacasestudyofpowerindustry AT hadifarjam developingacomprehensiveframeworkforcustomerrelationshipmanagementsystemevaluationacasestudyofpowerindustry |