the purpose of this study is the feasibility of customer relationship management implementation from employees and managers' perspective of melli bank in esfahan city by using structural equation modeling (sem). this study is applicable in terms of purpose and descriptive –survey in terms of method. the sample population of this study was employees and managers of melli bank in esfahan cit...

the aim of this study is assessing the effectiveness of customer relationship management factors in isfahan tourism and travel agencies by structural equation modeling (sem). it is practical according to the goal and it’s a kind of descriptive survey in terms of methodology. research population included all of staffs and managers at tourism and travel agencies in isfahan in 2012 that 274 of the...

Companies spend enormous resources on customer relationship management (CRM), but there is no clear understanding on two seemingly simple, but critical questions: (1) Should firms reward or punish their current customers? (2) Can CRM be profitable in a competitive setting? While CRM practitioners are enthusiastic about its win-win potential for firms and customers, the extant theoretical litera...

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...

according to several reports, in spite of huge investment on customer relationship management (crm), risk of implementing such projects is high. one of failure factors is having no method to assess crm success comprehensively. nowadays, classic financial methods are common ways for assessing marketing and crm initiatives. but, the mentioned models are unsuitable to assess investments like crm t...

With the constant development of customer relationship management (CRM) theory and the maturity of business intelligence technology, the analysis-based CRM has become a hot topic in the academic field. Some enterprises have begun to put the analysis-based CRM to practice; however, there have been few successful applications because of the inadequate mastery of business intelligence technology a...

Along with the rapid development of Internet, CRM has become one of the most important facts leading the enterprises to be competent. At the same time, the analytical CRM based on Date Warehouse is the kernel of CRM system. This paper mainly explains the idea of CRM and the DW model of analytical CRM system.

Purpose – The purpose of this paper is to review state-of-art literature on adoption of CRM technology, including the CRM in multichannel environment and provide a comprehensive view of insights gained in this area of research through the bibliography. Design/methodology/approach – All together, nine databases were searched on the basis of four main descriptors which provided identification of ...

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...