Assessment of factors leading to customer relationship management success in telecommunication industry

Customer Relationship Management has become the main interest of researchers and practitioners especially in the domains of Marketing and Information Systems (IS). With consideration of importance customer relation role in organization prosperity, Telecom CRM system is the combination of customer...

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Main Author:	Arab, Farnaz
Format:	Thesis
Language:	English
Published:	2010
Subjects:	HF Commerce
Online Access:	http://eprints.utm.my/id/eprint/48119/1/FarnazArabMFC2010.pdf
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id	my-utm-ep.48119
record_format	uketd_dc
spelling	my-utm-ep.481192017-08-15T05:44:06Z Assessment of factors leading to customer relationship management success in telecommunication industry 2010 Arab, Farnaz, HF Commerce Customer Relationship Management has become the main interest of researchers and practitioners especially in the domains of Marketing and Information Systems (IS). With consideration of importance customer relation role in organization prosperity, Telecom CRM system is the combination of customercentric business strategy and IT technology, therefore, the study of CRM success factors of a telecom is particularly important, in fact, it is a strategic initiative that can enhance competitiveness and increase the new profit-points by increasing business revenue, optimizing profitability and improving customer satisfaction. This study is an overview on success factors that could facilitate successful execution of CRM and assess success factors for telecommunication of Iran. The purpose of this study is to identify and assess the key elements of CRM in the context of Telecommunication of Iran. To accomplish this objective, we adopted an exploratory research approach to identify the CRM key elements and critical factors by means of literature review. After reviewing the preceding studies in the field of CRM success factors, we summarized the critical success factors of CRM execution from Mendoza et al. (2006). Mohammad Almotairi. (2008). Zhedan Pan & Hoyeon Ryu. (2007). Irani, Z. & Love, P.E.D. (2005). Peter Love & David John Edwards. (2009). Rainer Alt. (2004). Introduced factors are also agreed on by most of the reviewed literature. Finally we adopted an explanatory research by means of a survey strategy. 5 pilot interviews conducted with some employees and managers of Iran Telecommunication that their duties were related to the CRM. After elimination of bias, 261 questionnaires were coded and analyzed for investigate with and effective respondents rate of 0.67%. Therefore some of the factors come up from the result of the interview and some of occur from result of questionnaire. 2010 Thesis http://eprints.utm.my/id/eprint/48119/ http://eprints.utm.my/id/eprint/48119/1/FarnazArabMFC2010.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:82842?queryType=vitalDismax&query=Assessment+of+factors+leading+to+customer+relationship+management+success+in+telecommunication+industry&public=true masters Universiti Teknologi Malaysia, Faculty of Computing Faculty of Computing
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HF Commerce
spellingShingle	HF Commerce Arab, Farnaz, Assessment of factors leading to customer relationship management success in telecommunication industry
description	Customer Relationship Management has become the main interest of researchers and practitioners especially in the domains of Marketing and Information Systems (IS). With consideration of importance customer relation role in organization prosperity, Telecom CRM system is the combination of customercentric business strategy and IT technology, therefore, the study of CRM success factors of a telecom is particularly important, in fact, it is a strategic initiative that can enhance competitiveness and increase the new profit-points by increasing business revenue, optimizing profitability and improving customer satisfaction. This study is an overview on success factors that could facilitate successful execution of CRM and assess success factors for telecommunication of Iran. The purpose of this study is to identify and assess the key elements of CRM in the context of Telecommunication of Iran. To accomplish this objective, we adopted an exploratory research approach to identify the CRM key elements and critical factors by means of literature review. After reviewing the preceding studies in the field of CRM success factors, we summarized the critical success factors of CRM execution from Mendoza et al. (2006). Mohammad Almotairi. (2008). Zhedan Pan & Hoyeon Ryu. (2007). Irani, Z. & Love, P.E.D. (2005). Peter Love & David John Edwards. (2009). Rainer Alt. (2004). Introduced factors are also agreed on by most of the reviewed literature. Finally we adopted an explanatory research by means of a survey strategy. 5 pilot interviews conducted with some employees and managers of Iran Telecommunication that their duties were related to the CRM. After elimination of bias, 261 questionnaires were coded and analyzed for investigate with and effective respondents rate of 0.67%. Therefore some of the factors come up from the result of the interview and some of occur from result of questionnaire.
format	Thesis
qualification_level	Master's degree
author	Arab, Farnaz,
author_facet	Arab, Farnaz,
author_sort	Arab, Farnaz,
title	Assessment of factors leading to customer relationship management success in telecommunication industry
title_short	Assessment of factors leading to customer relationship management success in telecommunication industry
title_full	Assessment of factors leading to customer relationship management success in telecommunication industry
title_fullStr	Assessment of factors leading to customer relationship management success in telecommunication industry
title_full_unstemmed	Assessment of factors leading to customer relationship management success in telecommunication industry
title_sort	assessment of factors leading to customer relationship management success in telecommunication industry
granting_institution	Universiti Teknologi Malaysia, Faculty of Computing
granting_department	Faculty of Computing
publishDate	2010
url	http://eprints.utm.my/id/eprint/48119/1/FarnazArabMFC2010.pdf
_version_	1747817312378945536

Assessment of factors leading to customer relationship management success in telecommunication industry

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