CRM Evaluation

Neural Networks Based Integrated Evaluation Method for the Effectiveness of CRM

Customer relationship management (CRM) has become one of the leading business strategies in the new economy. The effectiveness of CRM can be measured as a satisfaction level achieved by CRM activities. CRM has emerged as a major business strategy for e-business, but little research has been done in evaluating the effectiveness of CRM because of its complexity. In this paper, on the basis of bui...

A new hybrid method based on fuzzy Shannon’s Entropy and fuzzy COPRAS for CRM performance evaluation (Case: Mellat Bank)

Customer relationship management is a multiple perspective business paradigm which helps companies gaining competitive advantage through relationships with their customers. An integrated framework for evaluating CRM performance is an important issue which is not addressed completely in previous studies. The main purpose and the most important contribution of this study is introducing a framewor...

A Behavioural Approach to CRM Systems Evaluation

The literature on technology acceptance and emotions is reviewed in a bid to investigate the human aspects of CRM systems evaluation. Specifically it is argued that taking into account more intricate human dimensions in system evaluation might lead to a more comprehensive realisation of benefits for an organisation. A research agenda is scoped and presented alongside a conceptual, behaviours ba...

Robust Optimization and Confidence Interval DEA for Efficiency Evaluation with Intervals Case Study: Evaluating CRM Units in a Call Center in Tehran

The Importance of Crew Resource Management Behaviors in Mission Performance: Implications for Training Evaluation

Cockpit/crew resource management (CRM) training within the military has grown rapidly despite the paucity of empirical data linking CRM to mission performance. CRM training objectives (and course content) are often too vague to allow meaningful training evaluation within the context of traditional transfer-of-training paradigms. A multimeasure methodology that exploits all sources ofarchival an...

Customer relationship management (CRM) evaluation: diffusing crm benefits into business processes

Although CRM is one of the fastest growing management approaches being adopted across many organizations and particularly tourism and hospitality firms, the deployment of CRM applications has not always delivered the expected results while many CRM initiatives have failed. Consequently, the inability of CRM applications to deliver expected benefits has not only intensified the validity of previ...