Customer relationship management implementation in Iran automobile industry

Customer relationship management (CRM) has become popular among organizations and firms, hence many have implemented it in order to compete with others and promote their businesses. In CRM implementation, there are barriers, critical success factors and the strategic components that should be determ...

Full description

Saved in:

Bibliographic Details
Main Author:	Kavosh, Kamyar
Format:	Thesis
Language:	English
Published:	2011
Subjects:	HF5549.5.M63 Employee motivation
Online Access:	http://eprints.utm.my/id/eprint/36650/5/KamyarKavoshPFPPSM2011.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-utm-ep.36650
record_format	uketd_dc
spelling	my-utm-ep.366502018-05-27T08:12:51Z Customer relationship management implementation in Iran automobile industry 2011-08 Kavosh, Kamyar HF5549.5.M63 Employee motivation Customer relationship management (CRM) has become popular among organizations and firms, hence many have implemented it in order to compete with others and promote their businesses. In CRM implementation, there are barriers, critical success factors and the strategic components that should be determined. A CRM model was used to determine the CRM barriers, critical success factors and show the current implementation of CRM in the Iran automobile industry. The proposed CRM model can be used by different organizations to identify the critical success factors, barriers and the position of their CRM project. To do this, nine automobile manufacturers were investigated. The automobile industry is chosen because it is a strategic and crucial industry to Iran. Besides that, the investigated companies also plan to penetrate in the international market. According to previous investigations and databases, currently, this study is the first done in the Iran automobile industry. Data were gathered through several in-depth interviews and observations conducted among the managers and non-managers. Two stages of analysis were performed, they were case analysis and cross case analysis. The findings show that the studied companies have experienced some difficulties in implementing CRM. An example of the difficulties identified is cultural barrier. Besides that, the critical success factors have been recognized. This research also reveals that the most important components of CRM implementation are people, process, and technology. Another contribution of this study is identifying new items in Iranian settings such as the in-house or outside trainers. This study shows that in-house trainers are more efficient and effective in training employees for CRM projects. In addition to that, the level of CRM knowledge of trainers is vital in getting the expected results. 2011-08 Thesis http://eprints.utm.my/id/eprint/36650/ http://eprints.utm.my/id/eprint/36650/5/KamyarKavoshPFPPSM2011.pdf application/pdf en public phd doctoral Universiti Teknologi Malaysia, Faculty of Management and Human Resource Development Faculty of Management and Human Resource Development
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HF5549.5.M63 Employee motivation
spellingShingle	HF5549.5.M63 Employee motivation Kavosh, Kamyar Customer relationship management implementation in Iran automobile industry
description	Customer relationship management (CRM) has become popular among organizations and firms, hence many have implemented it in order to compete with others and promote their businesses. In CRM implementation, there are barriers, critical success factors and the strategic components that should be determined. A CRM model was used to determine the CRM barriers, critical success factors and show the current implementation of CRM in the Iran automobile industry. The proposed CRM model can be used by different organizations to identify the critical success factors, barriers and the position of their CRM project. To do this, nine automobile manufacturers were investigated. The automobile industry is chosen because it is a strategic and crucial industry to Iran. Besides that, the investigated companies also plan to penetrate in the international market. According to previous investigations and databases, currently, this study is the first done in the Iran automobile industry. Data were gathered through several in-depth interviews and observations conducted among the managers and non-managers. Two stages of analysis were performed, they were case analysis and cross case analysis. The findings show that the studied companies have experienced some difficulties in implementing CRM. An example of the difficulties identified is cultural barrier. Besides that, the critical success factors have been recognized. This research also reveals that the most important components of CRM implementation are people, process, and technology. Another contribution of this study is identifying new items in Iranian settings such as the in-house or outside trainers. This study shows that in-house trainers are more efficient and effective in training employees for CRM projects. In addition to that, the level of CRM knowledge of trainers is vital in getting the expected results.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Kavosh, Kamyar
author_facet	Kavosh, Kamyar
author_sort	Kavosh, Kamyar
title	Customer relationship management implementation in Iran automobile industry
title_short	Customer relationship management implementation in Iran automobile industry
title_full	Customer relationship management implementation in Iran automobile industry
title_fullStr	Customer relationship management implementation in Iran automobile industry
title_full_unstemmed	Customer relationship management implementation in Iran automobile industry
title_sort	customer relationship management implementation in iran automobile industry
granting_institution	Universiti Teknologi Malaysia, Faculty of Management and Human Resource Development
granting_department	Faculty of Management and Human Resource Development
publishDate	2011
url	http://eprints.utm.my/id/eprint/36650/5/KamyarKavoshPFPPSM2011.pdf
_version_	1747816438708568064

Customer relationship management implementation in Iran automobile industry

Similar Items