A novel model for customer relationship management pathology

Mohammadreza Kabaranzad Ghadim  and M S  Mohsen Khosravian

doi:10.17485/ijst/2012/v5i9.21

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A novel model for customer relationship management pathology

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Indian Journal of Science and Technology

DOI: 10.17485/ijst/2012/v5i9.21

Year: 2012, Volume: 5, Issue: 9, Pages: 1-4

Original Article

A novel model for customer relationship management pathology

Mohammadreza Kabaranzad-Ghadim¹ and M.S. Mohsen Khosravian²

¹ Department of Management, Central Tehran Branch,
² Department of Management, Central Tehran Branch, Islamic Azad University, Tehran, Iran [email protected], [email protected], [email protected]

This work is licensed under a Creative Commons Attribution 4.0 International License.

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