Identification and prioritisation of effective factors on CRM implementation: a case study of insurance industry in Iran

Q2 Business, Management and Accounting

International Journal of Electronic Customer Relationship Management Pub Date : 2016-01-06 DOI:10.1504/ijecrm.2015.071714

F. Hessami

引用次数: 1

Abstract

This case study evaluates the effective factors on CRM implementation in AIC. For this purpose, four factors including technology, process, people and organisational structure were extracted from different models. Participants included experts working in AIC branches. Results were obtained by a questionnaire evaluating the effective factors on CRM implementation in AIC. According to the results, the lowest score belonged to organisational structure; therefore, organisational structure was the most important and the most sensitive factor followed by people, technology and process, respectively.

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客户关系管理实施中有效因素的识别和优先排序:伊朗保险业的案例研究

本案例研究评估了AIC实施CRM的影响因素。为此，从不同的模型中提取了技术、流程、人员和组织结构四个因素。与会者包括在AIC各分支机构工作的专家。通过问卷调查对AIC实施CRM的影响因素进行了评价。结果显示，组织结构得分最低;因此，组织结构是最重要和最敏感的因素，其次是人、技术和过程。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Electronic Customer Relationship Management Business, Management and Accounting-Business, Management and Accounting (all)

CiteScore

1.30

自引率

0.00%

发文量

期刊介绍： The aim of IJECRM is to provide an international forum and refereed reference in the field of electronic customer relationship management (ECRM). It also addresses the interaction, collaboration, partnership and cooperation between small and medium sized enterprises (SMEs) and larger enterprises in a customer relationship. More innovative analysis and better understanding of the complexity involved in a customer relationship are essential in today''s global businesses. Therefore, manuscripts offering theoretical, conceptual, and practical contributions for ECRM are encouraged. Topics covered include: -Electronic customer relationship management (ECRM) -CRM strategy, marketing, technology and software -Custom marketing and sales management -Customer lifetime value, loyalty, satisfaction, behaviour, databases -Issues for implementing CRM systems/solutions for CRM problems -Tools for capturing customer information, managing/sharing customer data -Partner relationship management, strategic alliances/ partnerships -Business to business market (B2B), business to consumer market (B2C) -Enterprise resource planning (ERP) -Supply chain dynamics and uncertainty, supplier relationship management (SRM) -E-commerce customer relationships on the internet -Supply chain management, channel management, demand chain management -Manufacturing, logistics and information technology/systems -Supplier and distribution networks, international issues -Performance measurement/indicators, research, modelling