Customer Relationship Management (CRM) in the State-of-the-art Internet Services

Mansoureh Zare¹ Ali Reza Honarvar²

1) Department of Information Technology and Computer Engineering, Safashahr Branch, Islamic Azad University, Safashahr, Iran,Email:
2) Department of Information Technology and Computer Engineering, Safashahr Branch, Islamic Azad University, Safashahr, Iran,Email:

IOI Code : XDHC-FCCFZ
Publication : 3rd International Congress On Engineering, Technology and Innovation(eticong.com/3rd)
Abstract :
    : Internet of things facilitates relationships in the business world. With the increased usage of new Internet services in the country and with respect to the intense competition between businesses, these organizations should pay special attention to customer relationship management in order to survive and grow in the market. This research is an applied research in terms of its goal, and in terms of data gathering, it is a descriptive survey study. In order to collect data, electronic questionnaire is designed. After data acquisition, by using structural equations model, study’s hypotheses are tested and SPSS and LISREL software are used to analyze the data. Based on the results from the study, components of CRM (loyalty, understanding demands, quality of service, customer orientation, flexibility, Interaction) are effective in the success of Internet services.

Keywords : customer relationship management internet of things