Providing a Model for Setting Priorities in KM for Improving Customer Relationship Management (Case study: Sepah Bank)
In recent decade, with increasing competition, attracting and retaining customers are known as the most valuable competitive tool for many organizations. Customers have a key role in success of businesses, so the managing of customers' relationship is one of organization priorities. Although so...
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
University of Tehran
2013-10-01
|
| Series: | Journal of Information Technology Management |
| Subjects: | |
| Online Access: | https://jitm.ut.ac.ir/article_36504_7e305afa0e4bc70111822609db712819.pdf |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1849315752913403904 |
|---|---|
| author | narges Rezaei-malek reza Radfar |
| author_facet | narges Rezaei-malek reza Radfar |
| author_sort | narges Rezaei-malek |
| collection | DOAJ |
| description | In recent decade, with increasing competition, attracting and retaining customers are known as the most valuable competitive tool for many organizations. Customers have a key role in success of businesses, so the managing of customers' relationship is one of organization priorities. Although some organizations have customer relationship management, they are not able to absorb customer satisfaction. With formation of private banks in Iran, state banks were exposed with many problems in marketing. This article has attempted to present a model of improving customer relationship management with knowledge management by managing efficiency and priority knowledge of the organization. Therefore knowledge management factors including customer knowledge, staff knowledge, knowledge of the market that are called independent variables and customer relationship management variables (management services, complaints, suggestions) were identified as dependent variables, were selected. Bank Sepah was chosen as the sample. For data analysis, structure equation model and lisrel software are used. |
| format | Article |
| id | doaj-art-9405d5f85bf145d0a4fd73570f0b0ca9 |
| institution | Kabale University |
| issn | 2008-5893 2423-5059 |
| language | English |
| publishDate | 2013-10-01 |
| publisher | University of Tehran |
| record_format | Article |
| series | Journal of Information Technology Management |
| spelling | doaj-art-9405d5f85bf145d0a4fd73570f0b0ca92025-08-20T03:52:03ZengUniversity of TehranJournal of Information Technology Management2008-58932423-50592013-10-0153638210.22059/jitm.2013.3650436504Providing a Model for Setting Priorities in KM for Improving Customer Relationship Management (Case study: Sepah Bank)narges Rezaei-malek0reza Radfar1M.Sc.in Information Technology Management, Azad University, E Campus, Tehran, IranAssociate Prof. in Industrial Management, Azad University, Science & Research Branch, Tehran, IranIn recent decade, with increasing competition, attracting and retaining customers are known as the most valuable competitive tool for many organizations. Customers have a key role in success of businesses, so the managing of customers' relationship is one of organization priorities. Although some organizations have customer relationship management, they are not able to absorb customer satisfaction. With formation of private banks in Iran, state banks were exposed with many problems in marketing. This article has attempted to present a model of improving customer relationship management with knowledge management by managing efficiency and priority knowledge of the organization. Therefore knowledge management factors including customer knowledge, staff knowledge, knowledge of the market that are called independent variables and customer relationship management variables (management services, complaints, suggestions) were identified as dependent variables, were selected. Bank Sepah was chosen as the sample. For data analysis, structure equation model and lisrel software are used.https://jitm.ut.ac.ir/article_36504_7e305afa0e4bc70111822609db712819.pdfKnowledge ManagementCustomer Relationship ManagementCustomer KnowledgeMarket KnowledgeStaff Knowledge |
| spellingShingle | narges Rezaei-malek reza Radfar Providing a Model for Setting Priorities in KM for Improving Customer Relationship Management (Case study: Sepah Bank) Journal of Information Technology Management Knowledge Management Customer Relationship Management Customer Knowledge Market Knowledge Staff Knowledge |
| title | Providing a Model for Setting Priorities in KM for Improving Customer Relationship Management
(Case study: Sepah Bank) |
| title_full | Providing a Model for Setting Priorities in KM for Improving Customer Relationship Management
(Case study: Sepah Bank) |
| title_fullStr | Providing a Model for Setting Priorities in KM for Improving Customer Relationship Management
(Case study: Sepah Bank) |
| title_full_unstemmed | Providing a Model for Setting Priorities in KM for Improving Customer Relationship Management
(Case study: Sepah Bank) |
| title_short | Providing a Model for Setting Priorities in KM for Improving Customer Relationship Management
(Case study: Sepah Bank) |
| title_sort | providing a model for setting priorities in km for improving customer relationship management case study sepah bank |
| topic | Knowledge Management Customer Relationship Management Customer Knowledge Market Knowledge Staff Knowledge |
| url | https://jitm.ut.ac.ir/article_36504_7e305afa0e4bc70111822609db712819.pdf |
| work_keys_str_mv | AT nargesrezaeimalek providingamodelforsettingprioritiesinkmforimprovingcustomerrelationshipmanagementcasestudysepahbank AT rezaradfar providingamodelforsettingprioritiesinkmforimprovingcustomerrelationshipmanagementcasestudysepahbank |