Application of information technology techniques in design of a CRM model for Telecommunication company

Abstract

Customer Relationship Management (in short CRM) is gaining more and more importance due to the competitive market. Most developing countries which are experiencing economical reforms need to apply new CRM methods in order to retain and increase their domestic and foreign customers. Customer Relationship Management has a prominent importance in Telecommunication companies, specifically for the Data section customers' office, which is responsible for data processing and providing of the relations between offices and organizations. In this research paper, we present a new model which is more suitable for Data customers in a Telecommunication company. In our research we considered Customer Relationship management from three aspects: technology, procedures and human factors, and we have defined the main criteria and sub criteria of each one. The proposed model in one hand takes a step toward dynamism and increasing customer satisfaction, and on the other hand improving level of service and increase in the profits of telecommunication Company.