Outline

  • Abstract
  • Keywords
  • 1. Introduction
  • 2. Customer
  • 3. Relationship
  • 4. Management
  • 5. Operational Zing the Value
  • 6. Crm Subsystems
  • 7. Conclusion
  • References

رئوس مطالب

  • چکیده
  • مقدمه
  • عناصر مدیریت روابط با مشتری (CRM)
  • طول مدت فعالیت های عملیاتی
  • سیستم‌های فرعی(زیرشاخه‌های) مدیریت روابط با مشتری (CRM)
  • مدیریت روابط با مشتری عملیاتی
  • مدیریت روابط مشتری تحلیلی
  • مدیریت روابط مشتری مشارکتی/تعاونی
  • نتیجه‌گیری

Abstract

This paper explains one of the most useful regulations in relation with managers and customers known as “CRM”. “CRM” is an acronym which is comprised of three main words, “CUSTOMER”, “RELATOINSHIP” & “MANAGEMENT” .“CRM” includes all aspects of the exchange with customers and make whole elements within an organization relevant which are in relationship with customers .one of the most important rules in “CRM” is 4P formula .4P is an abbreviation which is combined of “PRICE”, “PRODUCT”, “PROMOTION” & “PLACE” .Customer life time value,“CLV”, is one of the possible tools to measure this relationship.

Keywords: - -

Conclusions

Software facing with the customer: sale force automation, business marketing automation, and customer support automation software. This is similar to the Enterprise Resource Planning and involves activities related to customer services such as orders, sale automation, and marketing and management of all such parts. This is among the primary applications of CRM. In dealing with operational CRM, one can combine it with financial affairs and human resources. This is what is being done by the Enterprise Resource Planning software such as PeopleSoft and SAP. This data comprehensiveness can be useful since a reason why many CRM projects fail is their inability to combine with previous systems.

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