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...

Enterprises cooperate more extensively with other enterprises in various forms. To enable the cooperation of multiple organizations in supply chains or virtual enterprises, configuration and set-up tools need to define the relations between partnering enterprises. In the one-of-a-kind industry, enterprises collaborate within a Virtual Enterprise (VE). For the definition of relationships among p...

This paper proposes that transactional governance and knowledge governance are intertwined in the determination of firm green supply chain management relationships. We try to identify the key mechanisms and co-evolutionary consequences of transactional governance and knowledge governance in green supply chain management. Applying on the supplier and customer relationship context, our primary fo...

price fairness and price satisfaction is one the most important fields in pricing and also in customer satisfaction. in this research, first the dimensions of price fairness, price satisfaction, customer satisfaction, and customer loyalty are extracted from marketing literature, then five hypotheses are developed. in proposed model, price fairness has direct impact on price satisfaction, custom...

Extensive personal information is gathered explicitly or implicitly when a customer interacts with a firm. Significant risks are associated with handling such personal information. Providing protection may reduce risk of misuse or loss of private information, but it imposes some costs on the firm and its customers. Risk is associated with improper handling of sensitive customer information. Pro...

In times of high market transparency and rapidly evolving technologies, customer requirements are constantly rising and long-term customer loyalty is hard to achieve. Therefore, enterprises have spent enormous efforts on professionalizing their customer relationship management (CRM). Complaint management holds a key position in CRM, since it helps restoring customer satisfaction and repurchase ...

Key Account Management (KAM) is surprisingly little known marketing approach in retailing and consumer services context, however it has much to offer to companies in these industries. It provides an effective, practical and rather simple method for companies interested in increasing their profits by right customer and relationship management. Indeed, KAM is a business-tobusiness marketing appro...

The evaluation of metrics on data available in change request management (CRM) systems offers valuable information for the assessment of process quality characteristics. The definition of appropriate metrics that consider the underlying change request workflow and address the information needs of an organization is an intricate task. Furthermore CRM systems usually provide only a number of pred...

The structure of the current study is based on to the prior studies on supply chain management practices and perceived organizational performance. The objective of the current study is to create a conceptual framework to investigating the link between supply chain management practices and healthcare’s perceived organizational performance that indicates the mediating impact of alliance integrate...