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Authors
Affiliations
1 Department of Management, Central Tehran Branch, Islamic Azad University, Tehran, IR
Source
Indian Journal of Science and Technology, Vol 5, No 9 (2012), Pagination: 3349-3352
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
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References
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