Customer relationship management (CRM) is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects.. The main purpose of this research is to investigate and analyze the critical factors in CRM system design and implementation in the organizations. Our research methodology is based on studying and reviewing relevant literature from numerous fields of study associated with the essential issues of CRM projects implementation. Furthermore we proposed holistic approach for CRM project implementation based on an extensive review of the factors and essential elements that contribute to success of CRM project implementation. We have categorized factors into nine main groups (top management, chief executive officer, culture, organizational infrastructure, human resource management, continuous improvement, KM processes, technical infrastructure and CRM process) and a number of subgroups representing various dimensions of change to relate to CRM implementation.
کلید واژگان :Customer Relationship Management (CRM) % Critical success factor (CSFs)
ارزش ریالی : 1200000 ریال
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