modiriyate ertebat ba moshtari

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www.industrialenginer.blogspot.com

مجله تخصصی مهندسی صنایع

:

CRM

CRM

:

CRM0991

CRM

CRMCustomerRelationshipManagement

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CRM

CRM5201

CRM

CRM

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5

0

4

2

0

5 801

0 21

02

4 201

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IBM

IBM

3



00

0989

Mosaic

Self - Service547

4



Online

5



CRM

0

5

0

4

2

6

CRM

CRMBPRBusiness

Process Reengineering

CRM

6



CRM

CRM

CRM

CRM

CRM

CRM

CRM

CRM

7



CRM

CRM

0

5

0

4

2

6

8



0

5

CRM

Customer-Centric

CRM

]0[0085

]5[80

[3]“CRM”80

[4]: Brunett , Ken , (2001)The Handbook of Key Customer Relationship

Management,prentice Hall

[5]: Adebanjo, D. Kehoe, D. (2001) An Evaluation of Factors Influencing Teamwork

and Customer Focus, Managing Service Quality, Vol.11, no.1

[6]: Strategic Customer Management: CRMUK.Co.UK

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[7]: Jagdish, N. (2001) Customer Relationship Management: Concept, Tools, Applications,

Mc.Grow Hill,

[8]: Anton, J. Perkins, D. Feinberg, R.A. (1998) Listening to the Voice of the

Customer: 16 Steps to a Successful Customer Satisfaction Measurement Program,

Bard Press

[9]: Shemwell, D.J. Yavas, (1998) Seven Best Practices for Creating a Sales Culture:

Transitioning from an Internally-Focused, Transaction-Orientated Culture to a

Customer- Focused, Sales-Orientated Culture, International Journal of Bank

Marketing, Vol.16, no.7.

[10]: Johnson, M.D. Gustafsson, A. (2000) Improving Customer Satisfaction, Loyalty,

and Profit: An Integrated Measurement and Management System, Jossey Bass Press

modiriyate ertebat ba moshtari

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