بررسی اهداف و عملکردهای موفقیت پروژه های مدیریت ارتباط سیار با مشتریان

Being at the top of target markets of mobile communication first requires ranking the customer's expectations and then prioritizing the engineering characteristics to meet the expectations. In this paper, a ranking model based on Quality Function Deployment (QFD) is developed to rank the Strategic Actions (SAs), or the Engineering Characteristics (ECs), of Mobile Communication of Iran (MCI). QFD is a widely used customer-driven design and manufacturing tool which the success of its applications may be the result of some of its benefits, such as higher customer satisfaction and greater customer focus. QFD uses a matrix called House of Quality (HOQ) to translate Customer's Attributes (CAs) into ECs. However, due to the high degree of subjectivity and uncertainty in the decision-

کلیدواژه ها:

مدیریت ارتباط سیار با مشتریان ، عوامل موفقیت ، دولت سیار ، شهروند سیارMCRM