A Cross-Disciplinary UX Evaluation of a CRM System

Enhancing CRM Business Intelligence Applications by Web User Experience Model

several trends are emerging in the field of CRM technology which promises a brighter future of more profitable customers and decreasing costs. One of the most critical trends is enhancing Business Intelligence applications using Web Technologies, Web technologies can improve the CRM BI implementation, but it still need evaluation, The Web has focused the attention of organizations towards the U...

E-SEQUAL: A Customer-Centred Approach to Providing Value in E-Commerce Environments

With an increasing competition in the E-marketplace, generating experiences that exceed the customer’s expectations is important in order to acquire and then retain customers. A customer’s experience with E-Commerce extends beyond the interaction with the Web site. Other features such as credit card handling, delivery of products, post-sales support, and so on, influence the customer’s percepti...

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...

Providing Value to Customer in E-commerce Environments: the Customer’s Perspective

Effective advertising, good usability and creating value are important in an E-Commerce environment to attract and retain customers. In the Human-Computer Interaction (HCI) literature, research into the success or failure of Business to Consumer (B2C) E-Commerce sites has primarily focused on the usability. While increasing the usability is important, even if an E-Commerce Web site conforms to ...

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