List of Articles مدیریت ارتباط با مشتری

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  1 - Investigating the effect of Electronic Customer Relation Management (E-CRM) on organizational innovation in government service organizations (Case study: Semnan government counter offices)
  Atefeh Falllah Seyed Mohammad Hassan Hosseini Mohsen Lotfi
  In nowadays competitive environment, achieving a competitive advantage is one of the main concerns of managers of organizations. In this way, creating innovation in products and services is one of the effective approaches in achieving a competitive advantage. This study More

  In nowadays competitive environment, achieving a competitive advantage is one of the main concerns of managers of organizations. In this way, creating innovation in products and services is one of the effective approaches in achieving a competitive advantage. This study aims to examine the role of electronic customer relationship management (E-CRM) and customer loyalty on organizational innovation with the mediating role of customer knowledge management. Therfore, the present study is considered an applied and descriptive research of the correlation type. In order to collect the required data, a standard questionnaire was used, and to verify the validity and reliability of the questionnaires, divergent validity, Cronbach's alpha indices, factor loading, and composite reliability were used, respectively. The statistical population of this research is 350 employees of Semnan province government counter offices. The number of 183 people was determined as the sample of the reseach using Cochran's formula considering the error of 0.05. The required data was collected in the second 6 months of 2019. Data analysis was done using the structural equation approach and SPSS and SMART-PLS software. Based on the results of the research, electronic customer relationship management has a positive and significant effect on the three variables of customer loyalty, customer knowledge management, and organizational innovation. In addition, the result shows the positive impact of customer knowledge management and customer loyalty on organizational innovation. Also, the mediating role of customer knowledge management in the effect of the role of managing electronic communication with customers and customer loyalty on organizational innovation is quite meaningful. Due to the impact of E-CRM on organizational innovation, it is necessery for the related managers and officials of government service organizations to implement or upgraded the electronic customer relationship management systems to use advantage of such these systems for innovation in their organization Manuscript profile
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  2 - The effect of customer ¬orientation and customer relationship management (CRM) infrastructure capabilities on innovative behavior
  mahdi Almodarresi Hooshmand Bagheri Gara Bolagh mohammadreza gholami fateme mohammadi
  In most organizations there is a system is designed and applied for recruiting and preserving consumers which in fact is capable of managing organization-consumers relationships. Nowadays these systems have gained popularity as customer relationship management systems. More

  In most organizations there is a system is designed and applied for recruiting and preserving consumers which in fact is capable of managing organization-consumers relationships. Nowadays these systems have gained popularity as customer relationship management systems. The present study seeks to determine the effect of consideration of consumers and infrastructural abilities of customer relationship management on the information quality and innovative behavior. In terms of the applied results and goal, the present study is descriptive which has been conducted through survey method. The statistical population of the study was senior insurance experts and managers in branches of insurance companies of Tabriz city, Using Cochran sampling method, 85 individuals were selected as sample size. The questionnaire was used to collect filed data, and the Structural equation modelling to analyze the data.¬ The results of the study showed that infrastructural capabilities have a positive and significance effect on customer orientation, consumer information quality, and innovative behavior and as well as the results showed that customer orientation have a positive and significant effect on the consumer information quality and innovative behavior. Additionally, consumer information quality had a positive and significant effect on the innovative behavior and company performance, and finally there is a positive and significant relationship between innovative behavior and company performance. Manuscript profile
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  3 - The Role of IT in Establishing Electronic Customer Relationship Management (eCRM)
  Mohammad hosein Jarahi Saeed Saeida Ardekani Mohammad Zareiyan
  Emergence of new technologies such as Information Technology has extensive and profound effects on different dimensions of organization. One of these Dimensions, is Customer relationship management (CRM). Information Technology is one of the main aspects of CRM. The app More

  Emergence of new technologies such as Information Technology has extensive and profound effects on different dimensions of organization. One of these Dimensions, is Customer relationship management (CRM). Information Technology is one of the main aspects of CRM. The application of IT in CRM cause to make a new concept that is called Electronic Customer Relationship Management (eCRM). The purposes of this article; first, Survey eCRM in to multilateral dimension. Second, expressing development in traditional CRM and third, studing differences between CRM and eCRM. Then recognize definition, characteristics and status of eCRM. Next step, consider the various uses of IT in CRM and present opportunities in CRM that provide through IT. Then express the simple implementation of eCRM, along with the essential points. In addition, challenges and threats suffered eCRM and errors in its implementation are discussed. Next part is review of a successful implementation case of eCRM. At the end, trends and future perspectives of eCRM are explorered. Manuscript profile
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  4 - The Effect of IT Investments on Customer Satisfaction
  Behtaj Rasoli Poshte Jafar Bagheri Nejad
  Almost two trillion dollars in the world are capital and expenditure in the field of information technology projects annually. It's been more than a decade that researchers have discussed business value of information technology investment. Also plenty of investment has More

  Almost two trillion dollars in the world are capital and expenditure in the field of information technology projects annually. It's been more than a decade that researchers have discussed business value of information technology investment. Also plenty of investment has been spent to satisfy the customer and shopping experience in fields which are related to information technology. For example, firms have experienced low investment of information technology such as the Internet Services providers and high investment of information technology such as comprehensive information systems for the implementing and enforcing human resources planning. This article is a result of research on information technology and intends to review information technology investments and technologies such as Customer Relationship Management and determine its impact on customer satisfaction. Comparative analysis of findings showed that there is a direct relationship between information technology investment of organizations and customer satisfaction in wide-scale. Manuscript profile
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  5 - شناسایی و اولویت بندی شاخص های موثر بر رضایت مشتریان(CSI) به عنوان پیشنیاز مدیریت ارتباط با مشتری (CRM) در بانک ملت
  freshte amin
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  6 - Identification and evaluation of factors influencing the culture of E-learning for adoption of IT and implementation of SCRM
  میثم کیوانی Mehdi Zrak hossein momeni mahmouei Ali Hosseinzadeh
  The purpose of this study was to identify and evaluate the effective factors of e-learning culture for IT adoption and SCRM deployment in Shargh Cement Company. The qualitative and objective research approach is a thematic exploratory study in which 25 managers of sharg More

  The purpose of this study was to identify and evaluate the effective factors of e-learning culture for IT adoption and SCRM deployment in Shargh Cement Company. The qualitative and objective research approach is a thematic exploratory study in which 25 managers of shargh cement and experts in this field were selected through semi-structured interviews through simple random sampling method. Findings The research identifies seven major themes, or factors, affecting e-learning culture for IT adoption and SCRM deployment. The seven themes are structural factors, behavioral factors, environmental factors, processes, outputs, effects and outcomes. 146 codes were extracted from these main themes in the context of the interviews.From these main themes, 75 concepts were extracted based on conceptual similarity, categorization, and composition. Then, the role of each of the subcategories in creating an e-learning culture for IT adoption and SCRM deployment was examined. Manuscript profile