Analysis and pathology of CRM in operational level

vahidreza neishabouri¹ masoud taheri lari²

1) iran islamic azad university mashhad branch-
2) iran islamic azad university mashhad

IOI Code : XYCG-AEZFK
Publication : international conference of Management Elites(icme.ir)
Abstract :
    To implement customer relationship management system (CRM), various frameworks is offered but organizations in the implementation of this system are still faced with problems that finally led them to failure. By setting the right standards and the appropriate implementation of CRM ultimate customer satisfaction would be possible. Companies that have managed effectively to attract customers and offered the services in best form, have obtained the positive effect of profit at the end. Considering the high failures in implementing the CRM projects, this study aims to analyze the CRM in implementation phase, and identify the main factors influencing CRM implementation failures.

Keywords : customer relationship management marketing strategy