文章基本信息

标题：Detecting success factors of electronic customer relationship management (e_CRM) system to establish an appropriate model in police call centre of Iran ,
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作者：Ahmad Ali Yazdanpanah ; Hossein Gazor
期刊名称：Management Science Letters
印刷版ISSN：1923-9335
电子版ISSN：1923-9343
出版年度：2012
卷号：2
期号：1
页码：339-350
DOI：10.5267/j.msl.2011.08.003
出版社：Growing Science
摘要：The present research aims to describe and explain factors affecting the success of eCRM system in police telephone-contact centers as a part of their interactive and relationship-oriented programs. In this study, one of the most famous models implemented in several industries such as insurance industry has been evaluated; the results then have been modified for application. The results, in fact, corroborate the main hypothesis, which points to the existence of a relationship between an establishment and its institutional success. In other words, having established an eCRM system, institutions will witness an increase in efficiency, staff satisfaction, and eventually customer satisfaction. The results may also explain the failure of some huge investments in implementing modern technology to disseminate information and establish communication by indicating that large investments in technology do not necessarily bring about required improvement in efficiency. It has also been demonstrated that expanding types of services to include ones such as providing counseling via telephone and placing accurate and relevant information on the website needs to be considered as part of an eCRM system agenda.
关键词：Customer relationship management; Electronic customer relationship management; Technology systems; Success factors; Iran police