文章基本信息

标题：An exploration study on influential factors on customer relationship management
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作者：Azad, N. ; Roshan, A. ; Hozouri, S. 等
期刊名称：Decision Science Letters
印刷版ISSN：1929-5804
电子版ISSN：1929-5812
出版年度：2014
卷号：3
期号：1
页码：49-56
语种：English
出版社：Growing Science Publishing Company
摘要：These days, we see an increasing competition among different business owners and they strive for customer retention. Customer relationship management plays an important role to increase business performance and attracting new customers in an attempt to have more market shares. One primary concern is to find more about important factors influencing customers being satisfied with different services they may receive. This paper performs an empirical investigation to find important factors influencing customer relationship management (CRM) in information and communication firm is city of Tehran, Iran. The survey uses factor analysis to find important factors using a questionnaire consist of 27 variables. Cronbach alpha is calculated as 0.861, which validates the questionnaire. The survey detects six factors influencing CRM learning performance attributes, enterprise resource planning, perception attributes, structure oriented, perception image and organizational resources.
关键词：CRM;Customer relationship management;Factor analysis