Indian Journal of Science and Technology

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A Novel Model for Customer Relationship Management Pathology


Affiliations
1 Department of Management, Central Tehran Branch, Islamic Azad University, Tehran, Iran, Islamic Republic of
 

Customer relationship management is a strategy to gain competitive advantage and a novel idea to business competition area in 21th century and is the cornerstone of financial success. In this study a model has been developed for CRM system evaluation based on Huang model, inferential statistics and Entropy method for pathological purposes. Then, the model has been implemented in "Iran Khodro Emergency Services Co." as the case study of this research and CRM experts were surveyed to respond model questionnaire. The results of the model implementation show the gap between current and ideal situation and point of improvements and also their priorities for future corrective actions.

Keywords

Customer Relationship Management (CRM), CRM Indicators, Automobile Emergency Services
User

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  • Edwards R (2002) Automotive Transformation: a challenge for information technology. Created by logica in partnership with PixeIMEDIA,Inc. (on line) Avaiable from

  • Kim J, Suh E and Hwang H (2003) A model for evaluating the effectiveness of CRM using the balances score card. J. Interactive Marketing. available at :< www.interscience.wiley.com>

  • King FS and Burgess FT (2007) Understanding success and failure in customer relationship management. Indus. Marketing Manage. 37, 421–431.

  • PricewaterhouseCoopers (2004) A2C. 2nd Automotive century. PricewaterhouseCoopers


Abstract Views: 535

PDF Views: 116




  • A Novel Model for Customer Relationship Management Pathology

Abstract Views: 535  |  PDF Views: 116

Authors

Mohammadreza Kabaranzad-Ghadim
Department of Management, Central Tehran Branch, Islamic Azad University, Tehran, Iran, Islamic Republic of
M. S. Mohsen Khosravian
Department of Management, Central Tehran Branch, Islamic Azad University, Tehran, Iran, Islamic Republic of

Abstract


Customer relationship management is a strategy to gain competitive advantage and a novel idea to business competition area in 21th century and is the cornerstone of financial success. In this study a model has been developed for CRM system evaluation based on Huang model, inferential statistics and Entropy method for pathological purposes. Then, the model has been implemented in "Iran Khodro Emergency Services Co." as the case study of this research and CRM experts were surveyed to respond model questionnaire. The results of the model implementation show the gap between current and ideal situation and point of improvements and also their priorities for future corrective actions.

Keywords


Customer Relationship Management (CRM), CRM Indicators, Automobile Emergency Services

References





DOI: https://doi.org/10.17485/ijst%2F2012%2Fv5i9%2F30686