In most industrial Small and Medium-sized Enterprises (SME) communication with customers is conducted exclusively by marketing, sales and service. Nowadays those business units apply Customer Relationship Management (CRM) systems to systematically gather information for the operational support of customer processes. Several studies illustrate that in the respective processes a vast body of addi...

In present study, effects of knowledge management on the customer relationship management is studied. Study technique is descriptive and survey. To test the study hypotheses firstly a questionnaire with 30 items was designed and applied to 80 managers survivor and directors of various parts of Hormozgan oil company. Then achieved information's were categorized in excel and their statistical pro...

Quality function development (QFD) is a planning tools used to fulfill customer expectation and QFD is a systematic process to translating customer requirement (WHATs) into technical description (HOWs). QFD aims to maximize customer satisfactions related to enterprise satisfaction. The inherent fuzziness of relationships in QFD modeling justifies the use of fuzzy regression for estimating the r...

Today’s world economy demands that both market access and customer service be available anytime and anywhere. The Web is the only way to supply global economic needs and, due to expand the development of comprehensive web service, it does so relatively inexpensively. The ability of web service is to provide a relatively inexpensive way to deploy customer services. As days goes on the business l...

In the advances of Internet technologies in recent years, Electronic Commerce CRM systems have gained much attention as a major theme for companies to maintain their competitiveness. The research shows that the effective customer relationship management is the major source for customer retention and gaining over new ones. On the other hand, modern technology allows to receive information throug...

In order to improve the operational efficiency of small and mid-sized freight carriers, collaborative transportation planning (CTP) approaches enabling an exchange of customer requests are proposed for horizontal carrier coalitions. Through request exchange carriers can further reduce their costs of fulfilling customer requests compared to the case of isolated planning in which no request is ex...