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...

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...

To build a clear understanding of the management of the technology and organizational elements of CRM systems, this research tries to form propositions based on literature findings and experts’ experiences to explain (1) the elements of the technology and organizational sides of a CRM system, and (2) how the technology and organizational elements interrelate to create effective CRM operation. T...

Mobile technology offers a high potential to significantly transform the ways how a company can interact with their customers and even with own employees. In recent years researchers started to analyze those potentials from the perspective of customer relationship management (CRM) but mainly concentrated on traditional business-to-customer (B2C) relationships. The concept of collaborative CRM e...

Customer relationship management (CRM) has become one of the most influential technologies in the world, and companies are increasingly implementing it to create value. However, despite significant investment in CRM technology infrastructure, empirical research offers inconsistent support for its positive impact on performance. This study develops and tests a research model analyzing the proces...

CRM has changed the way companies handle customer enquiries, advertise and sell their products or manage the entire relationship with their customers. As the power of CRM technology has expanded, companies have come to view it as a resource ever more critical to their success in customer management. CRM technology has delivered great benefits to some firms, even propelling a few into positions ...

Purpose – This study seeks to extend the resource-based view to the context of customer relationship management. It is intended to develop a measurement model of customer relationship management (CRM) capabilities, and to explore the key antecedents and performance consequences of CRM capabilities. Design/methodology/approach – Questionnaire survey was used to collect data. In order to develop ...

The purpose of this study was to explore the impacts of: knowledge management, Senior Managers, staff, technology, consensus, service customization, and integration, as the factors effecting Customer Relationship Management (CRM) implementation in Parsian International Hotels. In this study the population was composed of Parsian Hotels managers and experts. Due to their small number (n=53), cen...