Application of Information Technology Techniques in Design of a CRM Model for Telecommunication Company

سال انتشار: 1394
محل انتشار: نهمین کنفرانس بین المللی تجارت الکترونیک با رویکرد بر کسب و کار الکترونیکی
کد COI اختصاصی: ECDC09_016
زبان مقاله: انگلیسی
تعداد مشاهده: 1020

نویسندگان

Yazd Telecommunication Company, Data Department. Yazd, Iran

Yazd University Electrical and Computer Engineering Department Yazd, Iran

چکیده

Nowadays, Customer Relationship Management (in short CRM) is gaining more and more importance due to the competitive market. Most developing countries which areexperiencing economic reforms need to apply new CRM methods in order to retain and increase their domestic andforeign customers. Customer Relationship Management has aprominent importance in Telecommunication companies, specifically for the Data section customers’ office, which isresponsible for data processing and providing of the relations between offices and organizations. In this research paper, wepresent a new model which is more suitable for Data customers in a Telecommunication company. In our research we considered Customer Relationship management from three aspects: technology, procedures and human factors, and we have defined the main criteria and sub criteria of each one. The proposed model in one hand takes a step toward dynamism and increasing customer satisfaction, and on the other hand improving level of service and increase in the profits of telecommunication Company

کلیدواژه ها

Customer Relationship Management, Information Technology, Strategy, Satisfaction

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